Bad service and delayed responses

I had an accident on 06/05/2015 and sent a claim through to the insurance and my car was eventually written off. Refiloe Moretsi was appointed as my claim consultant and she was very helpful throughout the process and answered all the questions I had. BUT once we had completed everything I assume that she sent it to the processing dept that took a very long time to settle the account with the bank. I called the bank every other day over 2 weeks and they told me that the account had not been settled. Once the payment was made I was not informed of it and I had to call the bank myself to check if the account had been paid, which I had been doing on numerous occasions because FFW delayed in making the payment to them. Thank you Refiloe for your assistance but I am very unhappy with the processing dept with regard to the time taken to settle the account and for not letting me know what I have to do once the payment process has been completed. I have never heard from FFW since the last time I had called in the week of the 8th of June. I am not a supervisor at FFW and I don't have to call and check everyday if people are indeed doing their work and assisting us clients as they should!