Claim nightmare

My mother is insured with Mi Way, she was involved in a vehicle accident on Wednesday the 21st August 2019, We have been phoning every day since to resolve the claim, the only feedback we get is that a consultant will phone her back during the day, come on Mi Way, this is not service, please can someone get back to us to resolve the claim!!!!! I can’t believe that its taking 7 days for a claim consultant to contact her!!