NO DIRECTION FROM DIAL DIRECT

i submitted a 3rd party claim with dial direct. since then, every time I call I get told a different story. I call 03/12/2019 to find out what is happening, I was advised that I need to wait for assessor, that's what needs to be done. today when I call the legal department, I get told that their clients claim has not been finalised, that there are documentation missing. why wasn't I advised of this last week Friday when I submitted the claim? I have severely inconvenienced by your client and his blatant disregard of the damage he has caused in my life. to make matters worse during this stressful time, im being told half truths with regards to the claim process. everything is shutting down and closing next week, and therefore it means that I can not go home for the holidays because I do not have a car. can I please receive clarity and assistance from dial direct