No payment and no feedback

I sent a claim as a 3rd party on 11 June, took the car for assessment on 13 June there was no communication after that regarding way forward. My emails and calls to the legal liabililiets consultant remained unanswered unless I phoned the call centre and I will speak to other consultants, but they would not be able to assist as my appointed consultant needed to finalize the claim. When I eventually got hold of him on 21 July via the call centre line he eventually finalized the claim and provided me with the outcome. I sent all required documents on the same day 21 July and I received confirmation email that payment will be processed within 10-15 working days. Till date there has been no communication and no payment received. The accident happened on 6 May and their client submitted the claim a week after that. Its been 3 months of agony and dealing with Discovery.