Accident claim

I was involved in an accident on the 4th of August,informed the insurance on the scene .My car was towed and they authorised it.Now that they are supposed to process my claim and repair my car ,it has been a nightmare.No updates whatsoever,I have constantly call .This is my 3rd week without a car.claim not processed no time frame of when will my car be repaired. Mind you i have car hire on my insurance but no one offered courtesy car,no one called I’m struggling to even commute to work.At this point I’m escalating my matter to ombudsman and lawyers. Mind you this is my first claim