Claim Is been dragged

These people are dragging process of claims, they will not even contact you to get the side of your story, my car was knocked by someone and he eventually logged in a claim but they couldn't even contact me to get details, they waited for me instead of calling n they're call rates are so expensive I used so much airtime just to get my car fixed , on top of that they ask for unnecessary things of which I have to use my data uploading them, as a client iam not happy with the way they do things, even when you call them happens the call got cut because of airtime or network purposes they will not bother to call back,