Appalling service

Last Friday the 23rd of October 2015 at 12:19 I submitted a claim form via email after I was involved in a car accident. On this e-mail I requested that Eva Phoogolo (copied on the mail) to send the company details of the private/independent assessor that will be evaluating my car, I have not yet received this information to date, this is after I sent two more follow-up e-mail on Monday the 26/10/15. Today I get a phone call from Eva saying that my claim has been approved and that they have handed it to a technician for analysis. my biggest problem is that she is now telling me to come and tow the vehicle from Alberante Auto body where is was towed to after the accident, her reason is because it is accumulating storage fees. I had a telephonic conversation with her on Thursday and she told me that the only time I will be liable to pay storage fees is when my claim is invalid or declined and that I will not be paying storage fees if and when my claim is approved/valid now she is telling me a different story. Towing is expensive and some of us can't afford it this is the reason why we take insurance.