Bad customer service

Hi I have a car insurance with Miway, got into an accident on Saturday the driver of the other car was completely drunk. Out of shock I immediately contacted the MiWay tow company who came to tow my car, the call center apparently logged the claim on my behalf without telling me . The lady that was assisting me just told me to activate car hire when I get home. When I went to the app to register the claim I could see that there was already one logged, I however logged the claim myself on the app which was now a duplicate. When I contacted MiWay they told me that they cannot assist me excess free due to the claim being logged by the call centre which I never asked them to, now am struggling to get to work as I do not have a car now as am expected to pay money I did not budget for. The plan that I am on requires no excess fee however because this call center lady just logged the claim without if letting me know what the consequences would be.I spoke to different consultants who couldn't assist me, had to call them back not once have they tried to assist, until I spoke to Kia who was so willing to assist however couldn't approve a car hire without speaking to a manager. She requested for her manageress Thato to call me. The manageress called me and dropped the call before I could answer. I called the department back and asked them to ask the Manageress to call me back as am in an inbound call center.Ive been waiting for her call since 8:40