Hi there,
You make some very valid points about poor customer service, especially in situation as serious as this.
This won't help, but I'd put my money on them recording it as a claim too.
Make sure you call them in the morning and ask to speak to somebody superior who can assist you. Don't put up with any 'Oh, they are in a meeting' - tell them they must take the call immediately. Also, take their name. Beware that normal agents will sometimes pose as a manager over the telephone. As we all know, when somebody thinks they are talking to a manager, they calm down somewhat as it's only natural to feel like you are speaking with the organ grinder.
I've been an agent, Manager, General Manager, Managing Director, CEO. Lots of things in the past few years lol. I've even put the person on hold, come back to the phone and introduce myself as somebody different.
Be cautious - tell the manager that you will be writing a letter of complaint about the agents you initally spoke to for not calling you back etc. Please also bear in mind that, usually, the Claims Line isn't actually the company you are insured with. For example, you could be with Zurich, NU, Allianz, Highway, ERS, Prudential etc. and all be put through to the one place (ie. Crusader) who are a 3rd party that deal with insurers claims. The chances of tracking down people you originally spoke to are slim.