no communication

I was in a accident and put a claim through on the 12/05/2015 and I was assisted by a lady called Nassema who sounded like she knew what she was doing, she told me that my car would be sorted within 7 to 14 day which has passed already, I sent her an email a week later asking what was going on because I haven't had any response since my car was towed, she rep**** telling me I had to b patient as she was still validating my caim, I fail to understand why give me the space of time I should wait and than theres no progress, why am I being fed lies and not told the truth, I than called again and friday I called agen and spoke to Ramona which she told me id get feed back by end of business which neva happend, I than again called on monday and spoke to megan n she also told me the same thing which I dont understand why cant they just tell me when I will get my car back because ive been paying n thy stil carry on debiting my account but I still have no car,which makes my movements hard, why must I keep on running after them wherby I am paying them, I am surely cancelling this f** up insurance they not so Royal I guess, I am really frustrated and disappointed in the poor service I got