Horrible treatment of the elderly

My mother nearing 60 was hit by an outsurance client when that driver fell asleep at the wheel and took out about 4 cars. My mom settled her car years ago and cannot find her papers. She has also been told to get a quote, the car is not driveable! She must gake more photo's because three are not enough. Send an assessor, let him see the damage and he can see its not driveable. My mother is in tears, her neck and back ache, she is panicking as she cannot recall where she put them and Outsurance wont accept a police affidavit or help my mom by sending an assessor so he can arrange for it to be towed, my mother must do all the legwork!!!