Insurance claim taking too long and no feedback provided

My car was hijacked on the 3rd of October and confirmed written off. It's now over 3 weeks. They don't update me on the process and everyday I am the one who has to call. Whenever I call the is a new story or a new concent letter that I have to complete and sent back to them as if they are new or its a first time dealing with a written off car. Why don't they give me everything I have to complete at the beginning. The sad part is that my debit order went off after two weeks of claiming. It's sad to be paying an installment of a car you now longer have in your possession.