Service and process very bad

I am really disappointed in "1st for woman" i have been waiting for feedback on a claim first the lady im working with says she gave me a call but was unsuccessful with it but i have no missed calls on my phone then we switched to email which is also taking long now i submitted a claim two weeks ago and still no progress.

I am really thinking about switching to another insurance as i had to change my windscreen now before i get another warning about penalties as the crack was on the driver side which was in view and prohibited my vision.