Delay tactic to attend to claim with promotion of refunding access

On the 18h of April my car was bumped at a parking center in a mall. The driver refused to take responsibility and I then took pictures and reported the incident to the police, they advised that I submit it to the insurance to handle it as they also tried to speak to the driver of Car B and she shouted them. Immediately I submitted a claim online with miway claim number ********** was submitted. I followed up on the 25 and was told to upload pictures of my Car only with the disc number. I did and emailed them to Leezian Williams on the 25 April. I have not received anything todate and today when I tried to find out the status I'm told there couldn't still assess the pictures. My question is why does it take my calls to find out all this and the car is still damaged why has it not been assessed physically if the pictures are not clear. I want Miway to account for all this especially because I don't owe them a cent. And they have it that if you submit a claim online they will refund your access for the claim. This is really is suspicious of them not to attend to this claim at all. Please urgently interven.