Unprocessed claim

I was involved in a car accident 2 days back, first thing first the service I received from emergency line was ****y, the guy was busy saying he is investigating while we where stranded on the side of the road. Eventually he said they can tow my car. Now I don't know if they have started with the process or not, I have called them more than 5 times I'm being sent from pillar to post but they know how to collect their premium on time, right now I'm stranded and I don't have a car to go to work and my daughter has to go back to school. Worst nightmare of a insurance. I have spent over R200 on airtime because they never call you back. I'm angry with the service