Delay Tactics and terrible service

I know all insurance companies have their sly ways, but this one is the bottom of the barrel. Oakhurst has delivered nothing but poor service and very little feedback and communication regarding my claim. It has been 19 days since my accident and nothing has been resolved. The time spent investigating this has been really long and it angers me as there is no support from these people. My insurance officer is very little help and all I really want right now is a no claims letter but they can't even grant me that. Or the initial sign up call recording. Or my call recording number cause apparently they don't have those. I have to sit, wait and twiddle my thumbs while they decide my fate. Speaking as someone who is dealing with the trauma of an accident and the administration nightmare they have made this to be - Oakhurst should really learn to do better