Turnaround time to finalise a claim

On the 12th of October 2015 I was in an accident. I reported the matter to Discovery and had a courtersy car hired. I was due to drop off the car on the 12th of November 2015, but I could not because my matter was and is still not yet finalised. I sent the claims administrator Adam Fletcher, an email requesting an extension for car pending the matter, and he said he will revert to me once he has spoken to management. Another went by without an answer. I then resent another email after 2 days and was told that extension cannot be granted because there was a delay on my side. I feel that this is unfair treatment because I was the one making follow-ups and gave them all the infomation they needed for the case to be finalised. I called the claims specialist who was/is investigating the matter and supp**** him with the info he needed buy to date my matter is still not yet finalised. I don't have a car, I have not received my refund from Avis, my insurance premium went through even though the car is not on the road, it's a write off. We are on the 6th week without my claim being finalised. This is frustrating and I would like the matter to be resolved as soon as possible.