Poor client service

I was involved in an accident recently, to which I reported it to the Police and my insurance to log a claim. For a week now, my claim has not been approved and I am the one who ALWAYS has to call and find out how far they are with it. Another surprising thing is that with my previous accidents, there has never been a time where I had to go collect the accident report myself at the Police station, my understanding is, and with everyone around me using different insurances is that my insurer is able to get my report on my behalf if they have the AR number. I missed 2 days of work trying to sort this out and people at iwyze don't understand that we pay them monthly but they cannot go out of their way to help you. Seriously disappointed as I thought this is will my longest insurer!