Dissatisfied / disappointed / stranded / loyal client

I put in a MVA claim Thursday 25/7/2019. The claims assessor told me the paper work takes 10 days to process. She also said that Jan would call within the hour to to get the story of what actually happened. Today is the 29/7/2019 (4 days later) and still no one has called to collate the story. I am without a car and there is no sign of any progress being made to get my car sorted. It appears to me that my claim is not urgent nor is it important. On the flip side of the coin there is absolutely no 10 day waiting period when they are wanting their premiums paid. Please can someone tell me when Jan is going to call, or should I expect his call on day 10. I don't see the point in me having insurance when 1. your claim is not regarded as urgent/important 2. it takes forever to sort out a claim. 3. you are told that you can expect a call within the hour and 4 days later no one has called and no progress has been made to get the claim going. PLEASE can this matter be given some URGENT attention. Dissatisfied / disappointed / stranded / loyal client