Incompitent insurance

I was involved in a car accident and submitted a claim 15/05/2018 and was advised to visit one of their approved assessors to asses damages to my vehicle and did that 17/05/2018 and was advised that the matter will be authorised with 7 working days and waited and every time I contact the claims department I'm sent pillar to post and I'm told that its still waiting for a Team leader to authorise for the past 3 days I call and promised a call back but no ever calls back and to make matters worse they are still deducting their premiums for a service I'm not getting.