insurance claim

i submitted a claim, i was told to pay an excess as per policy which i had explained that i cannot afford. I have asked them to pay me in lieu so that i can find someone to help fix my car. i was asked to write a letter explaining my situation, which i did.<br> my problem is that they dont call to update me, i always have to call them and they dont return my calls.<br> Please help me to sort out this problem as i am driving around in a bumped car.