Poor service received from Western National Insurance with their broker Axsure

My car was involved in car accident on the 03/04/2019 , then I reported the accident to my insurance within 24 Hrs with the hope of the insurance will assist me. The accident happened in N2 near Mthatha, My car was waiting for a traffic indicating to turn on the right , as the car was waiting for the traffic , there was a truck with registration number HHV 352 EC hit my car at the back and there was a child , my wife and the third person in the car, fortunately no one had severe injury . The owner of the truck was driving the truck. Then the police officers advised them that , they must go to the nearest police station to report the accident but the truck driver ran away . The most painful thing hear , my car is still stake in Mthatha where requested a family friend to keep it because the insurance is not yet responded from the day I reported the accident , I tried several time to communicate with them no proper response I get. I tried to explain to them everything that they need but until now they didn't answer me . I even log a complaint to ombudsmen and sent the email to their disputes department. The disputes department email to the claims manager but until today I didn't get any answer. Currently I am not happy at all with the service I get from Western National Insurance because I fill I am not different with the person that does not have the insurance. It is above a month now with no response.