Horrible claim process experience!!

I have been a King Price client for many years, never missed my payments and never claimed for my car. Now that I have to claim for accident damage I am being ignored, my claim has been in progress for so long, zero updates, my car is sitting somewhere not moving, not being attended to but I am still expected to pay my premiums and the bank. They were so happy to give me prompt service when I added another vehicle onto my policy last week but not attending to my current claim. I am in the dark, I am not being kept in the loop! I moved my entire family to kingprice, great onboarding but really bad service come claim time. This is a stressful and traumatic period of my life, I would expect my insurance to come to the party and help me sort things out!