Hollard car claims bad service

I have been dealing with Hollard after my accident last week. The assessors sent their report to Hollard and I have yet to be contacted by Hollard. I have received multiple sms's saying that Neo tried to phone me and I should submit a sketch of the accident. This morning again. I have sent in the sketch a couple of times and there are NO missed calls on my phone...... I email Hollard with no response, I try to get hold of Neo Lephoto but can't, I have phoned 9 times already. Everytime the person answering says Neo will phone me back, it never happens. I don't know what is going on. Hollard is very quick to push up the cost of my insurance but non-existent when it comes to actually processing claims and coming back to you.