Poor service and no feedback

We hit a pothole in vanderbijlpark on the 5th of july 2015. We went through the whole process as requested. Completed the claim for and got quotes and the affidavit as required. Had to go back to their offices several times with no luck. Have to take time off at work which is not easy and every time we get there the lady is either on lunch or on leave. Apparently she is the only one dealing with claims. The first time there we asked for a contact number to follow up on the claim and we were told there is no number. Apparently once the claim is 3 years old it means nothing anymore. How come other people only waited for 4 months and received their money. And if our claim was not approved they could at least let us know. I also cannot see how come the claim might have not been approved as all the evidence was attached and given to lady. It is very bad that peiple receive auch bad service from them. Actually no service. After hitting that pothole we had to spend thousands of rands to fix the damage and that is money that we did not lying around. And they also cant say they did not receive the claim as we still have all the copies and strangely just a while after that the pothole was fixed.