Taken approx. month to log and finalise a claim

We had an accident over the Easter weekend and it took several hours to call the insurance for someone to answer the phone for us to log the claim. We then logged claim online with the promise that they would call us back and this took several days before anyone called. The excuse for the delay was that it was Easter. Not sure if this was because they were short staffed or they had increased volume. Several weeks later an assessor finally met my wife last week to look at the vehicle and to date we have heard nothing from the insurance. Calling the call center takes at least an hour and a half and still no one answers the phone. This is horrible service and if this was an accident that made he car unusable....our lives would be totally inconvenienced.