Accident claim

You guys are really not helping us. You agents do not know anything everytime we call about a claim that was made a month back, now we paying for a car thats mot there insurance for what? No guys can we can someone who will settle this matter and put it to rest. This os the worst experience ever. For a whole month struggling with a matter of settlement, now our shortfall wants information that we cannot provide with because you are not helping.every day we get new story and date and none of you bother to call back.