Almost two weeks later and no answer

Monday the 23rd of March I called at 7:30pm to report my accident and got a claim number. THREE hours later (different stories form different ppl at call centre) a tow truck arrived. I would presume since I claimed and got a claim number the accident would be put through to the correct department. After not hearing anything for a few days we called and no claim had been put through, yet I got a claim number. So more delays on answers about the car. WE have now called three times a day since then and still no answer. Today i spoke to RAMONA who says they received the paperwork from assessor but he still has to sign off. He was there on Monday. FOUR days to sign off and in the meantime STILL no answer and its almost two weeks ive been without a car. Once we have an answer we still need time to have the car fixed etc. Ramona promised to call in 5 mins. its not 20 mins and tomorrow is a four day weekend! This is the first time we have had to claim and Im disgusted with the lack of service