Dead service from Motorsure direct

I've launched my insurance claim while my premiums were up to date but they wouldn't start with my claim. when I complained they said they must deduct the premium for the current month. fine it deducted on the 15th then they said they will appoint the assessor when I phone them they told me they did I must wait for the assessor's call. I've been phoning them daily but with no assistance at all. last conversation i had with the lady dealing with my claim she giving me an attitude telling me she won't if the assessor have me or not if I don't tell her. but I didn't that I must update her. seemingly I'm stuck with a car with a dent yet I paid what I'm suppose to be paying. what do i do please help