Incompitency

I am so disappointed at these guys, got them as my insurance cover via Nedbank MFC, claimed car loss on the 28/11/17 until today no settlement. I signed the form acknowledging the car accident and loss 10/01/18 and sent it back same day, I call them yesterday and today for feedback their consultants says they forgot to send it to their finance department so to pay the bank(car financer) and the person I usually deal with is on leave. She and her other colleague seem not to be trained how to deal with claims or they just don't really care at all. As soon as they pay, I'll advise my close family and friends not to use their services as they don't exist. *Gutted