Bad service at claims

I was told that the turnaround time for the claim to be finalized is 7-10 days. Ten days later on the 21st Sep I spoke to Dudu who told me that them still waiting for the assessors report. no feedback was given to me they just kept quiet I then requested to speak the claims manager by the name of John who referred me to the assessors manager Maletsatsi who resolved the assessment matter in no time not sure whether they were waiting for me to complain first before they could sent the assess report. I got the feedback on the 25th that the car is written off and the matter is sent to the underwriters which will take 24hrs to give feedback and on the 1st I was told that they are settling the bank with the retail price of the car I was surprised because I had taken the short fall cover with they and when I asked about the short fall cover they said they didn't notice and that to me show that they are ***********. I was the asked to send another documents from the finance house of which I did but to date I am still waiting no feedback nothing. King Price claims does not know what short fall covers yet they selling it to the poor clients.Claim is still not settled. it's almost a month now