Worst Experience Claiming

We have been with Pineapple for 3 year and we have never submitted a claim. We were in an accident due to a third party, whose insurance is willing to pay. Sought assistance from Pineapple with the claim, and they have ignored us constantly after submitting all relevant documentation. We reached out via the app to follow up on the claim, we receive an automatic message that someone will contact us, it's been more than 15 days with no response or feedback - and we constantly reach out. I don't understand why it's such a hassle to even say 'we are working on it'. If they treat you like this in a claim where you are not at fault and the third party is willing to pay, imagine how they treat you if you're the cause of the claim.