Untrusted insurer

I have made a claim with Miway insurance since December. But till today the claim has not been finalized. They are dogging me. The lady by the name Thokozile keeps on saying she is waiting for the assessor to finalize the claim. Last week after I have promised to report the matter with ombudsman she then call and ask if I could send the car to Autohail panelbeaters for assessment and till today I have not heard any response as to what is the problem and how they intend to do with my car