This insurance company does not deliver

I was involved in a minor car accident on 3 September 2017. I reported the incident to this insurance company the following day at 8am. the agent who was assisting said I will get the response WITHIN 48 hours. after 3 days there was no response I called several times on Thursday and Friday and I was told the matter is still to be referred to a claim handler. 8 days later, I still haven't got any response. horrible service and my car is with the panel beaters waiting for the insurance. I'm a fuming with anger. such an inconvenience. and I arrive late at work because I'm now using public transport. I hope this insurance company in not a ****.