Car Claim

I was involve in accident on the 12 July 2019 and I contacted their customer service department to help and they did help to send the towing company to take my car and claim was submitted and did receive claim number same day 16:40 pm and they promised to be in touch with update and they never did that. And the following week on the 19 I contact them to do follow up and they said they waiting for excess report following week on the 26 July 2019 contact them again and they said they received report on the 23 July 2019 will start with other process and I ask that person to put me through to the person that working with my claim but since today I never manage to speak with that person his name is Arnold my claim number is ***. I am really not happy with their service please help.