Terrible call center and assessment experience after terrifying accident

I was in an accident last week Tuesday and my vehicle was towed to the service yard to await inspection and assessment of the damage. The initial claims process was fine - the gentleman called me and gathered all the information and lodged the claim. However, the subsequent experience with the call center has been dismal. I have called multiple times to get feedback as I need my car to travel to and from work. First, they answer the call and dont speak - I know the call is answered because the guy on the other line had the audacity to hum and sing while muting my call. I know this because I have worked in and managed a call center and am very fami**** with the tactics of the agent to avoid calls (which is a dismissable offence by the way). I need to know what is happening with my vehicle by COB today. failing to hear from you, I will escalate to social media, the Ombudsman and higher. P