If you have a repeatable crash, which is what it sounds like, they need the crash files, the save game, and so forth --- see the support FAQ. This is important --many of us have freezes crashes from time to time but can't reproduce them, while you seem to have caught a "live" one. When you submit a ticket they have an easy interface to submit multiple files --- they WANT that stuff!
Disable your Anitvirus if you need to. In fact, having a realtime antivirus protection while playing the game is one possible problem with respect to your crash; I have noticed a few people mentioning their play was smoother with antivirus turned off.
You could try reloading the save, disabling the AV and see what happens.
Just my 2c.
