Disgusting service delivery

HOW IS THIS FIRST FOR WOMEN??? Where other insurance companies take 3 days to finalise a claim and a week to get your car fixed and returned to you - I have waited an entire week JUST TO HEAR BACK ON THE APP that they need my previous policy information. I have received NO COURTESY CALL. I have NO IDEA where my car is, what the state of it is and what the state of my claim is. I am being met by barrier after barrier. I called in 2 days after my car was towed to ask what the story was and I was told, "They will call you in 5 days"... ***?!?!?!?!? It is taking them more than 24 hours to respond to my messages on the app. I still haven't received A SINGLE CALL. WHY do they need my previous insurance policy details in order to proceed with my current claim?????? I HAVE BEEN INSURED WITH THEM FOR OVER A YEAR AND A HALF. I pay PREMIUM monthly fees.