Inconvinient claims procedure

Service is terrible. Reported an accident today and was told that I need to complete documentation before I claim . Went to police station. Took vehicle for assessment at my own costs as vehicle not driveable. Told assessor will be in contact in 48 hours before claim approved. Assessment company cannot keep my vehicle as claim not approved. Called call centre to provide all the information I am told that I need to scan documents and email to them. I am in the middle of nowhere got my 4 year old son as a passenger but taken back n forth. Y cannot administration be done over the phone like other companies. Now it's like I have not yet submitted the claim because I am in the middle of nowhere with no resources to use to scan and email. What is the point of insurance if I pay for my own towing costs. Can't access a courtesy car as they have not received my claim although I called claims department to notify them. This sucks and is terrible customer service and what a bad experience my son and I had to experience being stranded on the road. I am so disgusted. Heartbroken and dissatisfied