Claim is at 2 months , no updates and constant resending of documents outside the app!

This company has done the exact opposite of what they promised me when i took up cover with them. I got into a car accident 2 months ago and my claim is still on going, I have to ask for updates instead of getting them, i've been on the phone so many times but they sold themselves to me as an insurer for people who don't like calls. I was told everything will be done in the app yet i have been asked time and time again to email documents and have had people calling me endlessly to confirm the same thing i had written down and submitted a video for. Now I am without a car. The car rental term has come to an end, I tried to contact the team but no one seems to know what is happening with the claim, i always get through to someone that is not on my team and always promises to take a message and promise a call back. I've paid all my premiums since inception of this policy without fail however i now feel like I have been taken for a ride!. I have explained timeously to the team that i cannot be without a car but it seems to just be my problem to deal with.