Only one person can process claims

My Vehicle was involved in an accident on 17 October 2019. The driver of the vehicle was using a company car (Wasteplan) and acknowledge that he was in the wrong and thus the company would claim from their insurance for the damage. I filled out all their documents that requested and for over a month I received no feedback. I called them to inquire and they told me to submit more documents which I did, a lady called Stacy Curran said that they would do a desktop assessment and asked for pictures of the car which were also sent. Then I receive no feedback from her. I have been calling over and over and over again but apparently I have to wait for another week because she is on leave and so is her management and no one else can help. I honestly fail to understand how a company can only have one person processing claims, this is just utterly ridiculous and further more "their entire management" is also on leave so no one can help me. This is just disgusting service.