Shocking Service and Lack of Response

1 star is very generous. My son had an accident on 22 July and we are still waiting for a tracker report. Numerous phone calls and emails have been sent from myself, husband, broker and insurance company and no one can give us a report or answer as to why we cannot get a report. No response, however we did receive an sms so advise that our monthly instalments are being increased. What are we paying for............. If only i could get hold of someone to cancel my contract!