unprofessionalism- utterly disappointed

on the 27th of August I called my insurance to inform them I was hijacked but my car was recovered I need a tow truck to come tow the car as I don't have the keys, spoke to Preslin Govender who registered the incorrect case, I called in on the 28th to find out if my car was received at the assessment center was told case was initially opened incorrectly. On the 31st I called to enquire about my claim status I was informed that my claim was below the excess herder/warder I will need to pay it myself, I informed that I would call them back, I called later on that day spoke to collect and again and spoke to another gentlemen I informed them to tow my car to TC panel beaters , I was promised that someone will call me.. no call, on the 1/9/15 I called insurance to find out what`s going on I was told that my car wasn't towed as the last note was on the 31st saying that I will get back to them\ I got back to them but nothing was done but promised they will organize for it to get towed