Vehicle insurance

Hi

Very disappointed. I logd a claim on the 27th of feb via app.which app doesn't work half the time..i only received a whats app message on the 5th of mar.saying to send pictures of car.so why ask me to upload pictures on app..i still haven't received a call.its just being over a week.i dnt no wats really happening.i tryd calling .i was in the que for 15mins and then i get a response saying i called outa operating hours..im nt being difficult but is this normal coz its my 1st claim ever.now im without a car n i just need my car to be fixed