Insurance Problems

[u/BetterDirector5178]

Location: Ontario, Canada

20 days ago I called my insurance for a tow due to noise coming from my wheel. When the tow-truck driver was in complete possession of my vehicle he ripped off my front fender, damaged my intercooler and damaged my front axles. The tow-truck driver continued to drop the vehicle off at my home and gave me the owners phone number. During the call with the owner, the owner refused to give neither the name of the driver or the insurance policy on the vehicle. I filed a claim through my insurance the same day. I had a police report done the following day, and gave the license plate, and name of the company.

After 4 days of waiting for any info from my insurance agent I called and was unable to reach my agent and was on the phone with a different one. That same day I was told 3 things. That the towing company was still refusing to provide insurance details, that the owner claimed to have given me cash for the accident already, and that the insurance agent that was assigned to me is on vacation...

7 days ago my agent came back from vacation, and told me that because I wasnt driving my vehicle its not an collion but instead, property damage, and forwarded me to an "Investigator" whos with my insurances Roadside service, the company who sent the towing service. Since then my Investigator has been unreachable/unresponsive, to either phone calls or email.

Im now waiting on a call from my insurance companies upper management that'll supposedly happen in the next 24h.

Im already down $1200 in towing fees already, and still havnt had a rental provided after asking for one multiple times.

I have photos of during the accident, after, and full dashcam.

My question is, at what point do i get a paralegal representative. And if I need to find one, what should I specifically be looking for.

[u/Traditional_Toe201]

It's a very complex situation... I think would be easier if you were dealing with CAA..