Claim taking long to be finalised - unacceptable service

My sister has a policy for her car with FNB brokers underwritten by Hollard. Her policy number is ***. She submitted a claims weeks ago, almost a month now, claim number ***, but the claim has not been finalised. She was given car hire which is now due back. I hope Hollard the car hire since it is not her fault that you take so long to investigate and finalise the claim. Her number is ***.

This kind of service is not acceptable, we need to escalate to ombudsman or FSCA before we get service?