2 Weeks later still my claim is not paid

On Monday the 26th of October I had an accident where I scratched my car and when I got to the office I called my insurance and was told I need to fill in the forms and send back to them. I received an e-mail stating that Sanele will be assigned to my claim. I called the office she was not in and I was asked by Faith to send the forms to her which I did and after that I had to call again and speak to Sanele who said I didn't complete the forms. I did complete according to her and send them back. I was given the assessor contact numbers and I called we met and he said he will give the report. So now according to him and Sanele I was in two accidents and only claiming for one. My frustration is that I am the one that had to call Sanele and then she will tell me she will provide feedback which doesn't happen and so my question is also if the assessor was with me in the car if this accident happened. And as much as I try I cannot speak to Sanele's manager at Alexander Forbs