claim payout or feedback

I was involved in an accident on the 9 February 2016. The car was towed and later my car written off. Since the day of the accident until today , I had never received any response from them. For me to know that my car was a write off, I had to call them and ask about the status of the claim. On 18 February 2016, I got an sms that claim had been authorised and I will be called within 24hr. Guess what, I didn't received any call in that 24 hrs. When I called on Friday 19 February 2016, I was told the guy handling my claim is on leave. I then spoke to the manager, who promise that I will get a call in the next 30 min, 3 hours later, I got a call and I was told there are they still need to determine the towing costs, since they didn't authorise the towing company to tower the vehicle. Today Saturday 20 February 2016, I still dnt know what is happening with the claim. I dnt even know, why the vehicle was written off. I never expected the claim to take this long.