75 days since reported accident - no decision yet

I have insured 2 cars with Regent and one was involved in an accident on the 29th of June 2015. Its been over two and a half months since the accident and no decision has been made by the insurer to date. To find out what's the latest regarding my claim I always have to call their call center. luckily I have 2 cars, is this how they treat their customers? what if I had only one car and it was involved in an accident? how would I get to work? Three Fridays ago they called to let me know that my claim will be finalised as it is with their management and I would know by the next Monday about the decision, days and weeks passed and still no feedback from them. When I finally decided to call their contact center I was told they are waiting for the recording made the day I took the insurance. This kind of service is really frustrating and causing me more headaches than the actual accident did. Is this the kind of service I am willing to pay for going forward???