Just Bad Service

My vehicle was in an accident, phone to get the claim started, after days of phoning and mailing got little responds back. The autobody is phoning to ask when is the assessor coming to view the vehicle. It makes me look bad ans especially Alexander Forbes Insurance. It just like Alexander Forbes Insurance doesn't care, "It's just another claim this customer can wait" I pay my monthly premium and expect Customer Service, but I can't complain because I don't get any service.