Don't know what to expect anymore

It seems the only way to get service from you guys is to write on HelloPeter. Following my first complaint I was being called by the customer care department and well that seemed not to have helped much, but I got some feedback over a short period of time. I was in an accident in October the 20th. It has been 97 days and counting from the time the technician Caitlin was assigned to my case and I still have no idea what is really happening. The investigator came to the crime scene and he told me it would take at most 8 days for him to compile his report and now its a bit over 2 weeks. I do not know if i have no right to be in the loop of things and if I have to be following up on the progress of my case all the time.I have no vehicle from the 20th of October, I could not hire a car also cause apparently i could lose money if my claim is not approved. My only question is what would have happened if i had defaulted on my payments for such a long period of time. It seems your service is only concerned about supplying your needs and not those of the customer. I have waited long enough and i think I deserve at least to be in the loop. Will i ever get the outcome of this claim ?