Unsatisfied client

My mother is a client with budget insurance, her vehicle was involved in an accident over a month ago. She registered a claim with the company less then 24 hours after the accident. She was then advised that the claim will take some time to resolve, after submitting all the necessary information. Well over two weeks after the incident the insurer sent assessors to go investigate the matter and review the vehicle. The insurer responded to her saying the assessment has been complete and they closing the matter. Its been now another two weeks since the matter is being closed, they seem to be no sense of urgency or adequate care when dealing with these matters or clients in general. They had promised to give her weekly updates but sometimes we even have to call to be told the same thing, that the matter has been closed and they will get back to us, how long does it take for insurance to do what it gets paid to do and if its so much of a lengthy process why is there no regard to consistently inform clients on a continues bases?