Oops kinda lost track of time

Still processing and dealing with medical insurance and home/auto insurance.  Home insurance  has been pretty good so far. Auto on the other hand…. I filed a claim online 8/17.  Assuming in part that I needed to to gain access to our vehicle to grater personal belongings    Yesterday I got a certified letter informing us that we owe 1700. For tow and storage fees.  So I call insurance company.  Guess what?! They have no claim for us. Wtf. Today a lady called Jon’s phone from the company we missed it. So I call back and leave a message.  She doesn’t call us back but sends a email at 8pm.  What’s up anyone have something like this happen to them?  I guess I’ll try calling back tomarrow