Lack of urgency!!!

I'm not the one to bad name anyone or any company but because of what's happening to me currently I think I have to speak up, this company here I had an accident a very light accident whereby I got hit by a Guinea fowl bird on my left bumper it was the 1 of December wen I reported it they sent me the claims documents and then went quite... I'm now the one who's running after them as we speak.... Let me tell you guys beware wen I call them they tell you it's not their case it's Anele so and so and she's not at work they then drop me... There's absolutely no urgency here I had to call them many times for them to just acknowledge my email as I'm writing this I was told that some1 will call me just after 2oclock this afternoon as it was an urgent matter to my surprise I still have not received any call by now.... Coming to think I'm the one running after them begging them to assist me come this Friday I wont be sending them my money because as things stand it appears as if I'm not covered