Don't know what's going with my claim.

My car was ****** and recovered almost a month ago. My period for the hired car is about to expire and I still haven't gotten a report. I call everyday, but they tell me they are getting the report and they will call me back, and they never call. I've never received a call from them, I always call them. They haven't done anything, and they don't really care. If I was in a situation like this before, I'd know what to do, but I don't. Where do I take up a matter with an insurance company I pay every month to do their job that don't deliver. I'm really stuck here, please help. As I'm writing this, I'm holding to speak to an operator, who knows when they will answer the phone?