Frustrated 1st time claim

I got into an accident on the 21st of May. I requested a call back on the app which was promptly done and I was asked how bad the accident was and that I should check the engine if it’s working and was told I can drive if it’s fine. Till this day the insurance is still asking me about that call and they said they also waiting for engine report. We going into a third week and this is my first accident in my life and first time claiming in 8 years since I was with the insurance. It seems as if they want to call it negligence and not pay out or fix the car. I escalated the matter to the supervisor/manager which she does communicate, however, I’m being interrogated as if the accident happened today.