failure to give feedback regarding my car

I was involved in the accident on the 18/01/2016 and ever since in ever received any feedback for my way.I have to call and ask the progress and and Sonia is playing some games and right now I.have to use my money to call her hence they debit every month without hesitation .I'm flipping ****ed and think of changing this ****ed up insurance.their stupid ads will lead and they don't know customers Service or should I say they don't display their values