Lack of urgency

I had an accident on 23 August 2019. I called my insurer and help was dispatched. On 27 August 2019 an assessment was done on my car and I was told that my car was written off but my car was incorrectly insured as they wanted to under pay me out. Notified the advisor that was assisting on 28 August 2019 and also drove to their offices to hand in the car papers. The advisor told me that the matter will be resolved by 30 August 2019 after they have done all the validations. Today it is the 3rd of September 2019 and still have not received any feedback as to what is happening with my claim. My wife called the insurer and she was told that the advisor that was assisting is not at work and the validations have not been done yet. I have been paying my monthly premiums without any issues with the belief that when I'm in trouble I will be assisted, but now it seems like I have to struggle to be assisted. Could you please have this matter sorted and give me the service you promised.