Delay in claim processing

I got an accident on the 5 April 2019 and reported the accident on the 6 April 2019 whilst in hospital. I was then discharged on the 8 April 2019 and continuously liaise with my Insurance. But to my disappointment, even to this day i am still waiting for the insurance to tell validate my claim. The manner in which my claim is being handled is as if i am de*****ing the insurance, whereas i believe that i am entitled to be treated fairly because i pay my premium and in times of accident, i am expecting to be treated like a client. The frustrating part is that i was told that the courtesy car must be returned whilst my claim is not yet finalized. I believe that i reported the accident on time that i cant be liable to suffer the inconvenience which will be caused by returning the courtesy car before my car/claim has been finalized.