Bad service and bad attitude

So I had an accident on the 1st of October tried to get hold of them but they were not available had to google their numbers since they never sent me anything no policy documents had to tow my car myself out of my own pocket right when I get hold of them they told me a person responsible is going to call me back but I got no call from them and when I called today the lady that was assisting me was so rude because I was complaining about the service and that she did not even explain how long will the process takes she told me she does not know so if she doesn't know who knows does that mean I'm going to be stuck with an unfixed car in my house she even had the audacity to tell me I can do the follow ups myself I have to call Steve