Tracking Incident Report

My car got ****** and insurance company needs a tracking incident report so that they can process my claim. I had SkyTrax(from Tracker) installed in my car. Their emergency or call centre directed to their ops and investigations unit and the autoreply said I will be assist within 12 hours, the week is over I'm still waiting for the report even though I stressed how important that report is for my claim. I called the ops unit after the emails to follow up a few times on Friday, no one answered my call. I also received a \read message"response but I am still waiting for that report even now. I had to postpone my meeting with the insurance company's investigator to Monday 9th Feb because I did not have the report on Friday. It's Sunday today and I haven't received anything from Tracker or gotten any update about what's causing the delay. I have been forced to hire a car because this delay from Tracker is delaying the processing of my car claim. This has been a very frustrating week and I will be looking for a new tracking company that will respond to my emergencies instead of just sending me an sms about my car that hasn't been recovered. """