Poor service from Miway on claim handling

Hi all. I had a very bad experience so far. My car burned out on the 20th of December 2019. I did everything from my side to get the ball rolling. Made a plan to go and get the spare keys immediately and got all the papers from the bank. The car was towed away by someone Miway send out. Miway phones me to ask where the car is??? How in life should I know?? Miway needs to send a firespecialist out, which is fine. But why? My car burned out. I do have firecover!! I have already lost so much. Is Miway looking for a reason not to pay out my Claim?? Today is already the 7th of Jan 2020. I have a newborn baby, and myself and my family is struggling on with the small rental car where I need to fit in a car-chair as my family's safety comes first. Really Miway? Ive been loyal for 3 years, and this is the treatment I get from you??