Terrible Service and lack of urgency

Totally useless service We put in a claim for a vehicle that got into an accident and for a week there have been giving me the run around about assessment. I was told the assessment was done and then 2 days later told it will need to be done digitally… bare in mind we are sitting with zero progress on when the car will actually be fixed or whatever decision is taken. The lack of urgency with momentum is honestly irritating