Unavailability of the insurer at the point of claiming

My father was in a car accident 24 April 2022. He tried calling the insurance the Monday to log a claim. After all his airtime was finished he requested me to assist. I spent 3 hours holding (tried the different numbers they had). Then I sent an email to the address provided on the internet (to this date all I receive are the automated responses). I managed to get through on Tuesday 26th after hours of waiting on the phone. I received a reference number (SHS***) and was promised an assessor will contact my father in 72 hours, we are at 7days later with no response. Take note that some of your clients are old and do not have access to apps or online facilities, they also deserve to get some help from you.