Bad service from Dial Direct

I was in a car accident on 30-04-2022 and submitted a Claim on the 2nd of May 2022, which was pre approved. The Assessor requested pictures of the car via watsup and forwarded their report to Dial Direct. They made a decision to write off the vehicle based on watsup pictures. The car is still drivable, no airbags came out. I queried how can a decision be made based on a picture? Up until today No calls received from Dial direct. Every time I call them, they say Ash will call me back. 3rd week now and still no feedback.