Insurance claim delayed with no communication

I was involved in a car accident and submitted a claim on 1st of March 2026 to Dial direct insurance company. I provided all required documentation, including a police report. The vehicle was also towed through the insurer’s appointed service provider, so they should already have access to incident records and possibly photos. 3 days after my submission I received a call from this other friendly lady too bad I forgot her name telling me that my car will be written off I must wait for a call from the senior investigator who’ll take me through the process. I waited and indeed the fowllowing day I got a call from a man named Chone Devel asking me all relevant questions, requesting my trip log for the day and I provided through whatsapp, communication was intact and I was very happy and hopeful and the next day again he called me telling me he’s going at the accident scene. I cooperated in anyway requested and ensured to proved all the relevant information he required.

Despite this, I received no further communication or updates for two weeks.

When I finally followed up through a call today on the 24th of March 2026 I was told that my claim cannot be finalized because the insurer has been unable to reach passengers who were in the car with me at the time of the accident.

I find this unacceptable for the following reasons:

I have provided all information available to me I cannot be responsible for ensuring third parties are reachable. There is already sufficient evidence (police report, tow records) to proceed with assessment No proactive communication was made to inform me of delays

This lack of communication and reliance on unreachable third parties is causing unnecessary delays and stress.

I request that the insurer proceed with assessing my claim based on the available evidence and provide clear, timely updates going forward.

I would appreciate urgent intervention on this matter. I lost a very valuable asset and that on its own is killing me mentally. I am unable to function as a human being, a mother, a sister , a wife and as a colleague to others, I’m extremely stressed and the suspense is killing me.