Silent treatment on case progress

On December 2021 I opened a case file with the King William's town branch with reference number CVL***0 which has been handled by legal advisor Nombasa Limba. She then sent me an SMS on 11 January 2021 saying a letter of demand has been sent to the 3rd party and that feedback will be provided in 21 working days. After those day I called and only then did she answer me saying she normally uses 30 and then will refer the case to a lawyer to send summons and now it has been more than 30 days and she still has not contacted me with advise on whether my case has been sent to the lawyers or not and when I contact legal wise they only send SMSes confirming I will get a call within 6 business hours and I'm still waiting to date and I requested the callback on 07 March already to no avail.

Please contact me as this is important and on a monthly basis my premium for it goes off without fail but now they are not responding or assisting me accordingly.