prime meridian are not the insurance they claim

I had an accident on the 31st may in the afternoon. I had then taken the number form my policy schedule *** to come and assist me in towing my vehicle the line had no dialling tone except a white lady in a recorded voice said that no one was available.I had then asked a friend to tow my car to the nearest safest garage. On Monday 1st June 2015 round about 8am I had called the office line on *** where I had spoken to a lady and complained that no one had answered the *** number to come tow my car on the day of the accident she had told me that they use a different number now. I told her why did no one inform me that the numbers had changed as on my policy schedule it says this is the 24hr line I should call.my car was towed by active tow on the Monday morning to Chislehurst in East London. on the Tuesday 2 June 2015 the assessor called me and told me he was at the towing place to assess my car. I received a call on Friday 5 June 2015 from a lady who told me my claim was not going to go through as my pictures were not sent there for I need to collect my vehicle at the towing company. she did not mention to me that I must pay to go collect my car she simply rush..