3 weeks waiting for a claim to be looked at

I had an car accident 3 weeks ago, my claim hasn't even been looked at. For the past 3 week I have been told that my claim needs to be validated. They refused to give me a courtesy car, which was an option I paid for on my policy.

When I call in, I sit on the phone for minutes before reaching anyone. To then only be told that they are short stuffed, and I should be patient. They have had my car for 3 weeks! Refuse to give me a courtesy car, and I should be patient!