Insurance too busy to process my claim. Since MidDecember

I had an accident on the 14th of December and claimed on the same day, they still haven't appointed an assessor and they don't even bother to come back to me with an update. When I call them to enquire they say they are too busy. Yet I still pay for insurance while I don't even have the car and no idea when they will be not so busy to process my claim.