Bad Service - Insurance Claim

My vehicle was in an accident on the 22nd of July 2018 and I submitted my claim immediately after to Genric Insurance Company. They appointed an investigator from Corporate Insurance Consultants (CIC). This issue has been ongoing and every time that I enquire there is either an excuse or a lack of urgency from the investigator. Could someone shed some light and give some feedback if the same unprofessional service has been encountered please? Thank you, HC Myburgh