Terrible service

Our car was in an accident on 14 September 2025. A police van drove into our car door. The car door could not close therefor our car was standing outside unlocked until Miway sent a tow truck to collect our car, that was the 17th of September. The tow truck driver driver saw that our ignition did not turn, which was working fine on the 14th because my husband drove the car home. I told him that maybe tried to steel the car or something because of the car not being locked(we have central locking and the door which was hit could not close). Our claim was approved on 18 September but i realized the ignition was noted as a pre-accident (which is not the case). I got a email from the panel beaters invoicing me for the excess which we paid for on the 19th of September thinking our car is with the panelbeaters. Today i followed up with the repairs and i was informed that our car is not with the panel beaters. Where is my car MiWay. If i don not get feedback by the end of today ia m reporting the car ******