Poor Service/ No communication

I had an accident on the 26 August and registered the claim with the insurance on the same day, until today 11 days later my car has not been taken/ or progress is very slowly, worse thing I am always the one who is making a follow up they never call me. Their respond was to deal with the claim and investigations within 3-5 days but tjooo i regret leaving my previous insurance. The urgent does respond to emails urgently 😪😪😪😪😪