Poor Service on legal claims

On the 29th of April I was bumped by a Cartrack a King price client in an accident and my car got severely damaged at the back. I am also a King price insurance client and the other party put through a claim for third party liability which apparently is being handled by their legal department. It took a week for the claim to be processed by Cartrack only after I escalated within the matter within Cartrack. It has been two weeks and I called their call center twice being put through to legal department with no answer and I get a voice prompt advising I will be called back and no call back. I will look for another insurance King price just lost a client for appalling service. I want my car fixed ASAP.