Shocking lack of service

In my 18 years of being a vehicle owner, have I ever experienced such shocking lack of service from an insurance company. I logged a claim on Thursday for a car accident and heard nothing from Dotsure, until after this morning, I sent an email and asked for a progress report. The lady that phone me, first of all had the info wrong, she said I logged it on Friday, whereas I logged it on Thursday morning. So Thursday, Friday and half of Monday, nothing was done. Then I am told you want a copy of the police report, which I have never know of an insurance company requesting this, usually only the case number. I asked everyone in my office and no one has ever had to give a copy of the police report. This would also not have been an issue if I was contacted on Thursday/Friday already asking for this which I could have gotten over the weekend then. But I'm sitting without a car because Dotsure is saying that I do not have cover for a hire car even though I have proof from Dotsure stating that I do, yet I have been sitting without transport for 5 days now. I am really kicking myself for bringing my parents insurance over to Dotsure as well. Your service is shocking as you feel nothing for your clients.