MiWay insurance stalling to payout

My car was in an accident on the 9 April at night, phoned the insurance they never picked up we then left a message on their answering machine. Upon their assessor investigating we were asked to show proof if we really phoned before we decided to ask the tow truck to remove our car. We showed the assessor the call from the phone call logs, took a screenshot and forwarded to him but now they want us to get the itemised billing of which we cannot get from vodacom until the following month. Two weeks have passed, being sent from pillar to post. When we signed up we were not told that we will have to get itemised billing even if proof is there in front of them. Is it our fault that we phoned and they cant track the voice message? Is this their way of wanting not to pay for this because the longer the car is in the tow yard the more the charges. I am really disappointed. I have never been so disappointed with their service.