I was involved in an accident on the 2nd of November 2023,my car was towed and ever since the accident no one from the insurance has contacted me or even checked if I needed assistance with a courtesy car

I was involved in an accident on the 2nd of November 2023,my car was towed and ever since the accident no one from the insurance has contacted me or even checked if I needed assistance with a courtesy car. I also have medical bill cover which I have and I don't know how to claim since I am not receiving any help from my insurance. I don't know why it takes so long and I am anxious to know where to from here in terms of my car. Worse I was moved from Retail value ( October 2016) to Market Value (November 2016) within a month and now my current Value is on Trade Value which is frustrating me as I don't remember agreeing to this. Apparently this was changed in December 2020 and I finished paying my car in 2019.