Poor customer services

So i have a shortfall cover with Bidvest, i was involved in an accident in March this year and log a claim. They told me to submit proof of payment from my insurance, well i did submit proof of payments as requested on the 19th of July 2018, to date they’re unable to resolve my claim. When i call to ask what’s happening to their broker i am told i have dual shortfall cover so Bidvest management will have to make a decision, okay right I waited for the decision its been 3 weeks now, i mean for how long do i have to wait just for a decision on the policy that i was paying every month and now when it comes to get whats due to me i must first beg and wait a months and 2 weeks, while paying my car monthly installment on the other side in full. This is ridiculous, I wouldn’t recommend Bidvest to anyone because at first they’re so friendly until they have to pay out a claim.. What kind of management who doesn’t understand customer satisfaction? They don’t have aby sense of urgency when it comes to resolving customers queries, we must wait on them when never they feel like responding then they’ll respond. I really regret taking this policy from the start.