Terrible Hollard Service

My car was in an accident, which occurred in 29 September 2017. The person responsible is working for a company which I contacted. I submitted all relevant documentation to Hollard, and about two weeks ago the Assessor was at my house to view the car, since then I am waiting. I phoned the Assessor and was told he submitted the report. Since then i am waiting patiently, the lady I spoke to Ms Evelyn Magasela who i also e-mailed, i must always phoned or sent a mail she never comes back to me. how do i go about to sort this out please.