NO 14 days claims done as promised by Auto& General - what a surprise!!!

The promises are claims to be done within 14 days - it’s been 18 days and still we have no clue as to what will happen to our Ford Fiesta. The person handling the claim keeps waiting for me to follow-up with her. I told her before my son works nightshift so calling him or anyone working with him is challenging - I told her. Last week I had to make an appointment so she could call my son, because she claims she called several times but with no answer (but not ones called me to say my son was not answering) - then Friday last week, nothing, Saturday, Sunday, Monday - nothing. I then again had to send an email asking progress - this morning I received an email again saying she can’t get hold of my sons ****orker, she is hoping she can get hold of him today - again the boys work nightshift - as I explained to her last week, we need to make an appointment so these boys knows when she will call - but again - I was not told she couldn’t get in contact with him. The accident happened two Fridays ago - up to now I have no idea what the damage is on my car, I have no idea if the person who is the reason for the accident has been contacted, will him or his company pay the access, what is the access, after this person finally gets hold of everybody she needs to call, HOW LONG WILL IT TAKE TO GET THE CLAIM DONE, AND MOST IMPORTANTLY WILL I WAIT ANOTHER 4 WEEKS TO GET MY CAR FIXED???