*********** staff and no feedback

i had an accident and registered a claim on Monday 26/03/2018 and i was told that the person who is dealing with my claim is Bianca Durand, ever since the claim was registered she has never even once contacted me regarding my claim i always have to send her emails all the time and follow up with her, the thing i need the most is car hire as i am travelling with my daughter and she is 3 years old and taxis are a struggle. I requested car and i was told they will only give me when the claim is authorized, when will the claim be authorized since she's slacking like this? the weather just changes should i use taxis in a rainy weather but i pay for insurance?????????