Very poor communication

Very frustrating and unempathetic. All. Claim was submitted on the 15th October, today is the 25th,but no progress on the claim. They towed the car and they don't even know where it is. They want to send the car to a service provider 70kms away. They keep hanging up when called for progress.

All we get is the message below.

iWYZE: We are still in the process of validating your claim no: ***. Any queries please contact the claims department - ***. FSP&Ins. T&Cs.