Car Accident Claim

I have sent in my claim on the 13th of August, tried to phone them to submit the claim and they told me to do it on the App. Did it on the App and they said they will get back to me within 24 hours, no one phoned me. I phoned them to give them the 3party details as well as the police report number. I phone them and they keep telling me to speak to the lady on my App. Still waiting for my claim to be finalized.......