Shocking insurance

And so 2 weeks ago i wrote a review on the shocking service of the insurance company. Today is exactly 2 weeks ago and still i have no clarification. After my first review i received about 5 or 6 calls from different people. My case was immediately assigned to a hamdler who still has not let know how far my claim is. My life is in limbo at the moment. They have no problem taking your installments on time but when it comes to paying out you dont hear from them. I was also informed with my call that i dont just have my excess to pay but i also have another excess to pay for being a single car accident. So what they are telling me its cheaper to be in a multi vehicle accident! I was not aware of the 2nd excess. I was told only about the main accident excess and i have asked numerous times as well for this to be explained. My handler when he eventually called me assured me he was going to retrieve the recording of my initial acceptance of the contract to confirm whether i was told about this. Still nothing. I am so disappointed. I need my payout to get another vehicle because without a vehicle i cant work. My next step is getting my.lawyer involved for loss or income for these 2 weeks!