Long waiting period

I'm one of the dotsure unhappy customers. As much as I received excellent service from the roadside assistance team, (it was not actually excellent because I was on the road waiting for the breakdown from 5pm until 12 midnight, but what makes me say it was an excellent service it's because I had someone from the roadside assistance team checking up on me almost every hour). THE CLAIMING DEPARTMENT SERVICE IS VERY POOR! I claimed on the 11 September 2017 at +/- 5:00am at 08:00 I received my claim number any claim handler's details (Merisa Mekenna).my car was declared a write-off within 48hrs. The same week I received a call the investigator which wanted some verification. 2nd week I received no call, no SMS so I had to call the insurance to ask abt the process of my claim, the response I got was 'its waiting for approval '. I phoned the insurance again after 2 days and they said it's under investigation. I than decided to lodge a complaint on Facebook (24/09/2017) which was a bit helpful beacause I finally heard from my claim handler but all she said was it's still under investigation. Today it's exactly 3 full weeks with no approval nd no car. I was planning to hire this coming week but The bank that financed my car deducted their money on Friday (29/09/2017) and the insurance also deducted their portion which means I can't hire a car from my own pocket.