36 days and counting to process a claim...

I started a motor vehicle insurance claim on the 26th of June, it is now the 1st of August and the claim has still not been finalised 36 days later. Every time I phone the consultants they promise they will follow up and get back to me, but never do. They are blaming the delay on the external specialist not getting back to them. But if that is the case, that is something they should manage and not have the client suffer because of their incompetence to not have reliable "specialists". I will definitely be switching insurers after this. They are cheap, but their service is really poor.