no service and empty promises

I was involved in a accident on Thursday the 16/04/15 I called my insurance and received a message saying I need to phone during office hours, I called the following day I spoke to tebogo who told me their consultants are busy but they will call me once available. I spoke to another gentleman who told me to phone back, I later called and I spoke to simphiwe who told me to phone the following day only to find that they only operate monday to friday. I spoke to tebogo again on monday and he promised one of the consultants will phone me. Today I spoke to Dalan who put me through to ntombi whom I explained that I have spent a lot of money since thursday and today is tuesday and I am running out of airtime, she told me she will call and she never did. Today is the sixth day since I had an accident and yet have not received or submitted my claim. I trusted std bank with everything I have a house and a car financed with them now I get this.