Respond for what!!!!

had an accident on 17 January 2016, submitted my claim, this process took 3 days, after having sent all requested documentation to the assessor appointed I had to send it a second time, i then waited without any updates as what is happening and the way forward, every time i call the call centre Im told the assessor will call back as when i call or email directly there is little to no response from the assessor and when i get responded to it takes another few days for response or feedback to be given, after getting approved i had to wait and 2 weeks to get settlement of the car and now more then a week later i still wait for my extras to be paid out, this after i had sent quotes for the requested extras and also told that the assessor himself will get quotes for the mags specified, i just cant understand why i receive the level of service or lack of service.