No assistance with vehicle claim

I've had insurance with Oakhurst from 2015 - Friday 2 Aug I was rear ended by another vehicle - I could not get hold of Oakhurst the whole Friday to ask what I need to do and where I need to go - eventually I logged a claim online, got an automated claim number with Handler details - up and until today I've only gotten hold of her once. I've requested for her to phone me back - I've emailed and just now again tried to phone - Friday will be two weeks and no assistance from Babalwa Pita. I am now driving a car that can't lock because the boot can't close. A few years ago I had the same problem trying to claim for a windscreen - A truck's tyre came off and hit my windscreen on the driver side - I had to drive with a windscreen I could not see out of for a month before they assisted.