Unpleasant experience

Extremely frustrated with their service. It has been over three weeks that I am waiting for feedback on one process within my claim. I have claimed third party for an extremely simple motor vehicle accident. This matter has apparently been sitting with the motor assessors for three weeks now with no feedback. I cannot understand how consultants have been following up with no feedback from both the assessor or the manager? Is there is no relationship management?

Is it a matter of incompetence or ignorance?

I literally need to call over three times a day trying to figure out what is going on.