Delayed claim 😕😕😕

I have been involved in an accident on 28July 2023 loged the claim same day, till today been waiting for response from them, initialy the service was good I was updated with every process every now and then was informed that the car is going to written off and was promised that claim process takes 14 to 15 days. But it's been more than 30 days when I make a follow up been told claim is still under validation, when I ask the name of the person responsible for claim so that I make direct contact with her they don't give me the name or give me her direct contact details. I feel my claim is delayed and they don't want to give me proper explanation what's the hold up I m really disappointed 😕😕