Terrible company, my mother was involved in an accident 3 weeks ago and to date they have not helped her with car repairs

Terrible company, my mother was involved in an accident 3 weeks ago and to date they have not helped her with car repairs. It took 2 weeks just to have someone call her back, was kept holding for longer than 45 minutes. She has just repaired her own car. Unacceptable behavior. She has sent a cancellation notice and again they are taking their sweet time to respond.