Dialdirect "Product of the year"

Why is it that car insurers call you less than an hour after asking for a quote and I have to keep following up with them for weeks for a claim? It's been more than 10 business days of Dial Direct not calling me back after I submitted a claim for a car accident. My car was supposedly assessed on Monday, 30 September and someone was meant to get back to me by last week Thursday. I followed up again last Saturday and still no response, no call back... I'm already fed up.