Claim not covered

My car pipe was licking water and i was advised not to drive it coz i might ruin my engine. I then called Santam my insurance for road side assistance to tow my car to home so my mechanic can cone view my car the next day since it was already late in the afternoon. This happened on the 26th January around 5pm. I called Santam and they said the tow truck will arrive in 45min max time, however they arrived at 18:40. Very late. I was patient. The guy loading my car on the truck didnt clamp it property causing my car to roll down the truck and falling, it bounced twice and got more damages causing the oil to link and watet, scratches and broken front and back bumper. I immediately called my insurance when i got home and they said they will tell the tow company what happened and i must send pics. I sent the pics and i got a call from the tow company same Friday night saying they are reliable for all the damages and they will come fetch my car on Monday 29th Jan. Come Monday no call from both Santam and tow company (If i remember correctly it is Euro Assistance ). I called on Tuesday and they said they will call back. I called on Wednesday, still they waiting for the manager to call me back and they promised it will be before the end of the week. Today is Sunday new week and still no call from them. I am suffering no car and i need a car urgent for dropping and picking up my daughter from school and I have to get to work on time. I pay Santam every month and i expect them to be loyal to me as well but no, im suffering while i pay insurance. Plz help and fix my problem before i leave this insurance and move over to other better insurance.