Slow service

My car has been impounded for two weeks, their app is not helpful at all it simply shows you your claim but there is no activity to so follow up. Their chat service was even attended by consultant that promised me a call regarding my claim within 24hrs but a week passed. I had to call again. It only today the 30th that their assessor went to see the car that was impounded from the 16th. Who's way now?