TOO LONG TO PROCESS SHORTFALL CLAIM

I had an accident on the 01/09/2015, the vehicle was written off and the insurance company had paid the bank one week from the date of the accident. I had submitted all the documents required for my shortfall claim to IUA on the 14/09/2015. Once all documents were submitted I was told it will take 10-14 working days to process the claim, and that it is currently with an accessor who has a queing process for the claims. <br> <br> I do not undertsand how an inusrance company can take 2-3 days to settle a caim, while IUA takes 10-14 working days. In the meantime I have had to use a relatives vehicle and they are left without a mode of transport. My insurance premiums are paid on time, however the customer service and satisfaction being received from IUA is substandard. I cannot take delivery of another vehicle from the same dealership from which I purchased the previous vehicle due to the outstanding amount due to the bank. I have receieved no feedback on the progress the acessor is making. <br> <br> Is a 10-14 working day lead time, really the most efficient that IUA can be? Whilst your customers are left stranded? How hard are you really working to ensure customer satisfaction?