Car accident claim

My husband and i had a traumatic life changing experience on the 29th of last month that left us with injuries and our car being damaged.. On the scene the insurance was called to pick up the car and we were in hospital for days. I was out in 4 days, my husband a week. On the 6th we finally did do the claim with our insurance and even prior we did communicate that we in hospital that we r in hospital we will do tbe claim wen we r out. Indeed we did and the person who helped was was very nice and told us that the car will be accessed within 72hrs then the claim with proceed after. Which was ok because we were asking about the courtesy car and she said everything will be processed after that 72hours.. Its been more than 7 working days we keep on being told that someone is going to call us but no one does, and they dont want to tell us anything besides the fact that the claim is not completed and the person whos going to call will be the one who assist us with the courtesy car.. We are so disappointed but this service. We understand that it might not all be complete but the promise was 72hours then they can process the courtesy car.. Claim is for Akhule Dlwati claim ref is ***... Guys we dealing with a lot we just want answers so that we can move on. Our family wants to get to point of closure.