How do we manage business in today's market

So Hollard is a large scale insurance company that should strive to deliver professional service at an affordable price to it's customers. I am afraid to say this is far from the truth. I was involved in an accident on 4/3/16. My vehicle was written off and settelement letters issued and I was under the assumption that all is sorted. The first 3 weeks of his process was very fustrating as I had to contact them basically everyday for feedback. Then I found out that the original letter requested from the bank had expired and another letter had to be requested. The short story is that nearly two months later nothing had been done. No payment to the bank, no feedback and no nothing. This has resulted in Hollard putting me in a uncomfortable situation for paying for a vehicle I don't have anymore. Why does it take so long? How can so many mistakes be made? Why do I never receive feedback? Are we scared to phone clients and discuss things with them? These are some of the questions I have. Been told so many things with no results. Hollard I am also human I also make mistake, but we need to learn from those mistakes. What is more important to you? Please can somebody assist me?