Third party claim

I've submitted a claim to the third party insurance. They promised to process the 6th of February 2020 of which they didn't. I've been doing follow ups not getting the response. The documents were processed on the 18th of February 2020 after that I received an email stating that once the authorization is back they'll send the documents to me for approval. I sent a follow-up email to them yesterday the 2nd of March and I've not received any feedback till today. I called them today the 03rd of March 2020 no response. I've been communicating with Elma Bronkhorst at *** and her email address is ***