Still no settlement after five week?!

We have now been waiting FIVE WEEKS to be paid out for a ****** scooter. The communication and messaging has been SHOCKING! I have been dealing with Thobile who has managed to have our claim rejected due to outstanding documents which I personally sent to her! Trying to have one car between my husband and myself for over a month has been a nightmare. This is unacceptable. We have ALL our insurance and medical aid with you guys and this is not ok. I have been on hold for close to 20 minutes trying to talk to someone in managements. Please can someone contact me regarding this claim?!