No one has contacted me since I put in my claim

I had an accident on Monday and put in a claim. Consultant adviced me on Monday morning that someone from claims will call me back but I had to call back later that day as no one called. Finally Enos assisted me and advised my car will be assessed on the 24 feb. And Zama will call me. Zama hasn't called me till now. I called her direct number a couple of times and was advised she is busy on calls and she still hasn't returned my calls. I guess now I am not important, the time I took this insurance I was a vip client as the call got cut off while busy with the quote but was called back to complete the deal. How long will the claim take and will I be updated as advised my Enos? Or should I take further steps?