Rude and Unproffesional

My wife was in an accident on the 16th October 2019. Claim number 141655 She was hit at back and her car smashed the car in front, now it is a constant battle to get answers or feedback from Paladin insurers . My wife was told she needs to phone them as it is not their duty to call, every time my wife and my self call they delay the matter to 3 days. After 3 days have passed no feedback has still been given. This is a matter of urgency as the rainy season is here and the vehicle needs to be fixed. Staff at Paladin are very rude especially Jane, from previous reviews I have noticed Jane being the problem and Paladin apparently do not tolerate rudeness. She is still there and treating clients like they are nothing. Today 13 November 2019 my wife was told she will receive feedback and nothing yet! Jane has confirmed she will wait for the assessor and will not phone him as it is not procedure at Paladin. Please learn JANE manners! Claim number 141655