Poor Communication

My wife got an accident on the 03 October 2024. I Then called King price to assist us, which on that day there was a gentleman who really assist me with everything till they towed my car i was happy. We got a call from Kerushia Naicker same day of accident and she said is the one who is going to assist us with the claim.. She requested information she needed from us which we did sent on the same day.. after few days i sent her an email to assist my wife with booking for counselling she only called or rep**** my wife after a week imagine with such trauma of almost losing her life. now she is sending email requesting documents that we sent already long time ago.. i feel like this is not fair at all we want to move on with our life and no one is calling just to update us, we have to call everyday to check.. the estimation time to resolve our claim already passed or expired from the app. Can someone help us please our car its written off already i don't know why this claim it's taking forever without updating us