Poor Car Insurance Service - Standard bank

We have a car insurance with Standard bank under my wife's name and on Tuesday (17July2018) we were involved in a car accident. We reported the matter to SAPS and we received the accident report number. Our challenge was when we wanted to report this matter to our insurance company (Standard bank car insurance), that call centre is so pathetic. The consultants will pick up the phone and keep quiet, I tried three times phoning ***and even my wife too she tried. Even their website you can't do an online claim and there's no email address that you can use, they only want you to phone. I'm just thinking what if I needed an urgent assistance on the road that would have meant I wouldn't be assisted.