Insurance claim

I had a road accident on the 20/05/2015. I phoned King Price to put a claim and was assisted by what sounded like a nice consultant by the name of Ramona who seemed to have known what she was doing. I explained that my car had been towed and wanted it back as it is still drivable. She assumed me that the assessor will go and assess the car the following day and once he/she gives a go ahead I can collect my car the following day, she will phone. I heard nothing from her. I phoned and asked to speak to her but everytime I phone she is busy on another line and not able to phone. I have left so many massages for her but she does not phone back or respond to my emails. Today I phoned again hoping someone might take interest and assist me. I spoke to Dudu who said she will have to refer the matter to Ramona. I said somebody else should assist me as Ramona is not interested. Unfortunately she was not willing to assist, I them asked to speak to a manager. My phone was dropped after holding to almost 5 minutes. SOME ROYAL SERVICE YOU ARE OFFERING!!! I want my car back...