Not even our fault and we have to struggle to get feedback

We were involved in an accident with one of your clients on the 5th of Jan 2020 and still today 6th of Feb 2020 we don't even have approval of the claim to get our car fixed. every time we call there is another excuse. it was not even our fault and we have to struggle without transport. my children were also in the car that day and have to go and see the the****** for trauma and we cant even do that because we don't have transport, this is the most pathetic and most poor service ever. I will never recommend you to any human being . its already 5 days later and still nobody can give me valuable feedback.