No contact no respite

I was involved in an accident 2 weeks ago in the early morning hours (on a sunday). I called M&F and was advised to wait for a ref nr. from them before letting the tow truck remove the vehicle. This ref nr. never arrived (all this in the early morning hours). The tow truck driver informed me that they had contact from someone at M&F after a few inquiries from him). I called early Monday morning to kick of the claims process, I was informed they will email me the claim form (I still have not received it). I've had to initiate all contact with them and have had to liaise with the panel beaters and avis as I am still not sure that this is done in the back office. to this day i have not received any written feedback (sms/email) from M&F that they have received my claim/that it has been approved. there is no customer engagement even after i have raised the lack of communication as a concern. when calling the call center i could not get through (was on hold for 20+ min). the feedback link on the website just refresh the form when you type a complaint (no confirmation that the complaint was submitted). I have been furnished with reasons such as they have hundreds of claims, for the above.