Poor service and lack of communication between consultants

So I have had a vehicle accident on April 24th. Reported the accident to the insurance. On the 28th of April I was asked to send copy of accident report and also copy of ID which I sent on the 29th of April. Now on Tuesday 4th of May I received an email from the consultant who recorded my initial claim. The email was stating that the damages were to extensive for the vehicle to be fixed. The email also stated that they have requested settlement from the bank. I was also asked if I have spare keys nd the address the can be collected on. I rep**** that I have spare key and also provided the address for it to be picked up on. I haven't heard from iwyze since then about the update. so today, 07 May 2021 I decided to request a call back from iwyze to follow up on the claim. I received a call back from another consultant who says she is working with the consultant that received my accident report or claim. During the call im now asked to provide the details of my sister who was driving the car. I was shocked because first I don't have a sister and secondly, the calls are recorded and on those recorded calls and I do say I was the driver so I don't know where my non-existent sister comes from and also don't know why thse consultants are not communicating if they are working together. The service has been very poor and it feels like we are going backwards. If I didn't request the call back when was I going to be asked to provide bank statements and tracker log trips ? Do I now have to call all the time and only then I will be asked to provide certain things ? Isn't the claim process at iwyze supposed to take 10 working days ? Or that has changed. This process is confusing and it would help to get the clarity of the steps because 1 consultant says one thing and the other says the other. I don't know if this process is going forward or backwards but service so far has been poor