Very disappointed and hurt

On the 6th November 2023 we submitted a claim. The person who helped us assure us that we will get updates on the claim and she did say that she will be handling the claim..4 day later we called to check if car is assessed and trying to establish away forward and enquiring about courtesy car but we were told its not assessed yet we will get call after it is.. The assessor was supposed to assess the car with 72hours according to information we were given but it took long.. Weeks later after countless times of trying to find out abt claim someone finally told us that the car is writeoff they are still busy with out claim we they have something to tell us they will call.. We waited days go by no call.. We decied to call again we were told someone will call us no later that tbe following day.. Thats all we are told. We were also told that for claim to be processed it takes 14 days.. We assumed its 14 working days with ended of the 23rd.. Today is the 28th and the saying someone will call between today and the 1st of Dec nothing else.. All the say is they sorry theres nothing they can do person who is supposed to call us isnt available or dnt have direct line and they cant give us any email address to them. We did once get an email address and sent an email to them bt that was for nothing because the never responded.. This treatment is so heart breaking because we never asked to be hijacked, kidnapped and beaten up.. And we have never been later to any of our payments. I dnt wish this treatment even to the ones that tortured us that night. Its hard to recover with big things like this hanging over our head... Clam number is ***_1.. Insurance is for A Dlwati..