Lack of feed back for a car claim

On the 6th Feb my wife was in a accident , I contact PMD and they send me the claim form ( about 22 pages of information that they needed within 48 hours ) I send the paperwork through on the 7th Feb . NO call back to say they have received it. I call the next day and the lady that answered the phone checked and told me it was all there and a person would get back to me. NO call back . On the 9th Feb I called to find out whats happening. I was told a person has still not been appointed to my case but now that i have called a person will be put someone on my case within 48 hours from that moment. Then I'm was told they don't work weekends. So another 48 hours will have to past again. So on the 13th Feb I had to call the claims dept again . The lady in charge of my case informs me she just received my paper work , 7 days after I submitted it , she would call me back after she has reviewed my paper work and it could take up to 30 DAYS so sort out my claim . My car that was involved in the accident can't be driven so my wife can't go to work and taken the kids to school has become a mission. The lady handling my case also told me she will send me an sms with her details so I can contact her , till today the 15th Feb here has been no sms. Every body I have spoken too , after the accident , about PMD say this is generally how bad their service are and advised me not to complain because they will now find a loophole in my contract and not pay out. All I want is proper and speedy service that will keep me inform about whats happening to my claim.