Worst service

On February the 13th 2022 I was involved in a car accident. After the accident I called my insurer PMD and notified them that I was involved on an accident . They promised to assist me with the tow truck after an hour. Surprisingly they took more than 3 hours,I called them @ 17:15pm then they arrived around 20:10pm. I took picture's with the tower truck driver and uploaded them on the PMD app. After uploading the picture's the car was towed. Monday the 14 of February 2022 I prepared and emailed them the accident report. On the 11th of March I layed a complain about their slow pace in processing the claim. On the 14th of March 2022 I did another follow up they asked for other picture's and said those I previously sent were not visible enough of which I didn't posses any more picture's I was in shock at the time of the accident and deactivating traffic from the scene, They told me that an insurance expert has been appointed to conduct an investigation on the accident scene I should wait. The insurance expect that conducted the investigation never contacted me. I waited almost for a week then on the 31 Of March 2022,I received a letter from my insurer PMD stating that I was on the wrong side of the road law (This has been explained in the accident report, as I was swerving from an oncoming vehicle that was going to cause a head-on collusion which would have most likely been fatal or caused much extreme injuries ). The insurer has my tracker details and they can see that my acceleration only took place just before the accident which proves that I was avoiding another car from bumping into me and the situation would have been worse.

Also the emailed reason for declining my claim is different from the one I was told on the call and they said the calls are recorded. I would like assistance with this as I believe my claim was not handled well and the insurer is acting unfairly. I have included the ombudsman in the email hoping my complain will be threated as a high priority as is it very serious to me.