VERY BAD SERVICE!!!

I was involved in a very bad accident on the 26th Oct - my car is potentially a write off. I had to call the claims department to get the claim logged (after requesting a call back). Furthermore once my claim was logged, the consultant told me that I would get feedback by the 30th Oct. To date NO ONE has contacted me after numerous call back requests - I keep getting ignored. WHAT TYPE OF SERVICE IS THIS. WHY ARENT CUSTOMERS CALLED BACK AND GIVEN FEEDBACK AS PROMISED!!!