No Feedback on my vehicle

I had an unfortunate accident with my vehicle on the 09/09/2015 and lodge a complain something hit my car from the bottom and my oil were leaking out. On 15/09/2015 I phoned *** and talked to the consultant she told me she would get back to me Wednesday 16/09 untill now 18/09 nothing, if I phone nobody answer phone I sent an email no response. I just need to find out whats happening. No answer even from assesor. I need my car urgently. I could have fixed my car in less than a day after 9 days not even an answer on anything. What do I need to do to get an answer. I cant believe any person have to struggle to find answers from a insurance company