claim taking too long with no feedback

My vehicle has been written off in July 2015, my insurance paid the bank out, i have a shortfall cover with IUA but the claim was never registered for shortfall if i did not call in on the 20 August 2015 i would not have known that the claim was not registered, I do not understand why the claim needs to take 14 days to settle whereas my insurance already investigated and paid out. No one is calling me back with feedback on the claim i need to call in each and every day to find out what is going on with the claim. i advised the consultant that its a matter of urgency he was unsympathetic. I feel that it is unacceptable