Disappearing when it’s time to claim

I got in an accident on the 17th of April. It is now the 26th. I have handed in my claim and pineapple has been quiet. Today the debited their premium in my account and my car is still damaged. No one is getting back to me on their app. It’s just vibes at pineapple until you need help. They send you information on how many people your premiums have helped. When it’s time for your premiums to help you. They are nowhere to be found.