Unhappy with there services

Unhappy with there services, I've put in a claim for motor vehicle damage which someone through a brick at my wife whilst driving. They took her statement and we opened case at the police station this was almost a month back. Up till today I was phoning them to follow up on my claim. Then to find out they charging me access where as my policy say access free. Again I will wait for the a manager to contact me which I know it won't happen.