Pineapple slow service when it comes to claims

It has been over 2 weeks since I logged a claim for pineapple to settle third party that I was involved in an accident with. I was told of an excess of over 20k hence I decided to fix my own vehicle in my own time. Since logging the claim I do not receive turn around time for feedback, third party is harassing me through calls and messages which I have communicated to the insurer but they still have not attempt to contact third-party. I am even at the point of canceling insurance and settling third party out of pocket because the claims dept is not really doing a good job at keeping clients satisfied. Your claims handlers also do not bother calling back with feedback. I regret taking Pineapple as my 1st insurer