unfinalised matter

On 25 July 2015, at night, I had an accident in Pietermaritzburg. I notified the insurer first thing in the morning after registering an accident report at the Alexander police station. I was advised by the ABSA consultant to contact the claims office on Monday 27 July 2015, which I did. After a week I was informed that they would be making the assessment. A week later I was informed that the assessment was complete and the claim had to be authorised by Mr Vikash Lazarus, a senior consultant. After a week I contacted the claims department checking on the progress but was referred to Mr. Lazarus whose cellphone number I was given. Over the next few days I tried getting hold of him, when I got hold of him he told me he was missing some information. I phoned claims department again and asked to speak to a manager and was referred to Mr. Steven Steyn. I tries calling him on the provided landline with no success. On 2/9/2015 I phoned customer complaints and they in turn contacted Mr. Steyn who called me later and informed me that the matter would be finalised by Close of Business that day, after hearing what I had to say. To date (16/9/2015) the matter has not been finalised.