Bad dealing the accident claim

Greetings, i had the insurance for more than 5 years, for the very first time that i claim for my husbnd who was involved in a card accident on 25th March, to date the claim not finaliased and always have to call to request for feedback. i expected the insurance to be there to support me, they have never asked me for the accident report and now the investigator Mr JP Jonker is saying the times from police, 3rd party and my husband of the accidents differ, i mean really, they must differ as a police officer cannot write a report immediately after the accident as they attend to the scene,he advised that he needs to check the time my husband contacted me and provided the Itemised billing for that day, today he phones and now needs 3 hrs slogs before and after the accident, i have sne the itimised biliing from February now and expect this to be finalised as he has more that hat he needs.. i am sooooh disappointed and need this to be finalised by the end of the week , failure to do so will result in me taking legal action, i really dont understand beacause at the end of the day my car is written off and dont have a car or the money....UNACCEPTABLE..