3'rd Party Claims take forever!!

In early November 2018, a client of Discovery Insure rear-ended my wife on her way to work. We did the accident report, their client admitted fault and we decided not to claim through our insurance but put in a third-party claim with Discovery Insure. First it took more than a month to get the claim number from their client as she refused to give it to our brokers who was assisting us with facilitating the claim but that is a whole other story. We finally get all the details and sent in all the paper work in late December last year. After not receiving feedback for weeks we e-mail them a few times and the advisor informs us that it will be sorted out by the 23'rd of January. We are still waiting. Why does it take so long and why no feedback. Apparently, they are suppose to be one of the best but I don't see it.......or "hear" it. Utterly pathetic!!!