14 days later and still no feedback

I was in an accident on the 27th Jan, I immediately notified my insurance first for women and they sent a tow truck as my car was no longer safe to drive, the lady that is supposed to be handling my claim is Sheryl Ngxangane from Telesure. We spoke on the 28 Jan where she gave me feedback on the the towing then promised me an update the repairs and claim status on the 5th Feb which has still not happened. Its the 10th today and no word from Sheryl which i find absolutely unacceptable it doesn't look like 1st for women takes their clients seriously especially after such a traumatic event, I am seriously disappointed in them as this is not what they promised.