Iwyze poor service

My boyfriend and I have been involved in a car accident on the 14th August 2022. He is insured by iwyze. We then lodged a claim after our car has been taken, we provided everything the consultant asked for. Ever since that day our last communication with them was that they were still validating the claim. On the 29 August we wrote them an email enquiring about the claim. We haven't gotten any help or any feedback from them. This is frustrating as we don't know what to do and what could be holding them from getting back to us. This is the worst experience we've had to endure in this situation.