Claims management decisions/Responce/********s

This insurance does'nt care about the clients at all, I've looged the claim to them early in december, up until now they haven't said nothing. They don't update the clients what is the outcomes of the query, everyday I load airtime to contact them. They will tell you that they will email management because my case as I believe is in management. Since early January they said management has to decide I'm still waiting for people who are silent. Last week Monday they contacted my to take my car to assessment, I drove there they assessed the car. The assessor told me I should wait for the insurance to call me, they haven't done that, I tryed to contact them, email them there is nothing I haven't done to try to communicate with them there is no responce. Can someone tell me how long the management have to make decisions in their staff nigligents.