Poor service

On the 17th of August 2019 I was involved in a MVA and then I contacted my car insurance Oakhurst who I thought would make my life easier given the traumatic situation I have gone through. Since that day my insurance has been sending me from post to pillar, they requested the accident report and I gave it to them, they wanted a copy of the Docket and I went to the police station to ask for it but I was told I cannot get it as it is an official document, I told them that and then they wanted the A1 statement and the police station told me I could not get it, every time I have been given information at the police station I relay it to them. They have just told me they are closing the claim and will only revisit it when they get the A1 statement and brethelyzer reading the claim is being closed without it being concluded and I feel like they don't care about me and the trauma I have gone through. I need answers