claim hasn't been validated

I was involved in a car accident on the 30th November 2015 and almost a month later my claim hasn't been validated,I only get (delayed) feedback when I ask for a progress report. What an inconvenience this has been. A few days away from January I have to pay out of my pocket to extend the courtesy car lease and will be further unconvinced when I have to go back to work because I can only start shopping around for a new car once the insurance has paid out. I would never recommend that anyone use Virgin insurance and will be letting everyone in my circle know of the **** service I have received from this company. What incompetence!!