Illness of One Employee causes MVA Claim to grind to a halt at Virseker

I was the driver of my wife's vehicle on Friday March 12,2021. The process regarding the First Help "towing service" is the subject-matter of a separate complaint being dealt with by VirSeker. Her policy number is: ***/1. Having gone through two long telephone calls to Virseker on Friday March 12,2021 and a follow up conversation on Monday March 15, 2021 I was advised that a person by the name of Elmare would be my next point of contact in the claim process. Unfortunately Elmare apparently took ill this week. Virseker do not have a replacement employee! I need someone senior enough to contact me at *** to tell me why the illness of one staff member brings the entire claims proce to a halt. Is Virseker operating in 2021 in this dilatory manner.