Claim settlement delay tactics

I have been trying to get my 3rd party claim *** finalized with Discovery Insure since Sept and we are now in Dec. The liabilities legal adviser Gretchen Rubin is never available to take my call nor has the time to return a email, every time I call in she is busy and I am told to call after 10 min to only be told the same things. Everyone I have spoken to in that department is not interested in assisting expect for Nonhlanhla, she has done a lot more than what Gretchen Rubin has. On the 2nd I called and spoke to a Steven who told me he is checking the notes but cut the call on me and didn’t bother to call me back?? Like is this what you guys call service? I emailed the InsureTP email address on 11/11 and then again to Gretchen Rubin's email address on 15/11, I then sent Gretchen a follow up email on the 23rd of Nov that went unanswered. Net Assess says they sent the assessment report to Gretchen on the 29th of Nov, and I had to keep calling till I got a hold of her on the 5th of Dec. She sent me more forms to sign and needed me to provide a bank confirmation letter which was done. I was told payment would take maximum 15days to process, today is day 15 & no one is answering my calls to follow up today. Panelbeaters are closing, most stock purchases for parts takes weeks if not months to be shipped so I cannot understand why Gretchen & Discovery are delaying finalizing this claim when they have received everything they have asked for and we comp**** with their assessment requests. I understand it’s a common practice for Liabilities to drag their feet in paying out claims in the hope to frustrate the 3rd party complainant into submission and reduce their costs but it won’t be at my expense. If we cannot resolve this amicably, I am more the comfortable with going the social media root and following that up with a Ombud complaint because this is getting ridiculous.