call center doesnt attend to claim

I was involved in an accident last week Wednesday ( 11/ 11/2015)at 8:20, called the Insurance all day but could not get through to anyone from the claims department , left 3 messages to be called back but to no vail until afternoon, they booked the car for assesment for friday, took it for assessment, sent all required details, I then called them back on friday afternoon to check if everything has been received and again no one was available to answer me. I tried to call again today but I guess the claims department has only 1 person working , they are always busy. I dnt even know if my car will be fixed.