Claim Horror & Lack of Professionalism from Jan Wood Wardeck

I was involved in a car accident on the 18th of June 2018, I immediately called Dial Direct as my insurance received excellent help from the emergency line they authorised for the car to get towed, sent an SMS to confirm that the car is safe at renew it all was well. I called the next day from the hospital to find out about my claim I was told that it will be allocated to Jan he will call to get the details which he did the next day he informed me of my excess amount gave me numbers to give to the third party. From there a week passed I sent him an email to follow up on eh 25th of June I got no response just an automated response. No communication from the insurance to say what the outcome of the claim I then called in on the 28th of June Jan was busy on the line I was told he will call me back. Jan did not call me back. I then emailed him again on the 02 July to follow up and expressing my distress on this claim as now its been over 3 weeks and I have not been successful in reaching him, should he not respond I will have to escalate this matter. Only then i got a response with no apology or acknowledgement of my frustration. The response was that the claim has been referred to a senior consultant with no explanation. I then called the claims line and luckily got through to Jan I asked him why is it referred he said for further investigation I asked why and what investigations, he said I should speak to JP Jonker I asked for his email he didn't provide me with it and said he provided the landline which he did but wasn't going through hence I requested an email address. I have still not been contacted I have no idea what is happening and the people at Renew IT where my car is kept calling asking me whats happening cause they haven't started repairing the car they insurance has said nothing to them. With the trauma of being in an accident for the first time, the last thing one needs is to be fighting and following up on people to assist them as their client. I chose dial direct not cause they were the cheapest but cause I wanted peace of mind should I find myself in any life-altering situation very disappointed that i am here and Dial Direct is paramount of my stress.