3rd Party Insurance Claim

I was involved in a car accident on the 13th July 2015 - because the accident was not my fault I needed to submit a third party claim to Alexander Forbes, It took me 2 weeks to finally get hold of someone that will handle my claim. I was then put into contact with Wanda from Alexander Forbes, i gathered all information she required and submitted the documents to her and asked if there was anything outstanding on the 17/08/2015 - and did not receive any response. I followed up with her on the 26th August and still no response, i tried calling the office several times and she was either not available, on leave, left early or coming in later. On the 8th September I finally got hold of her Line manager Hantie and i was assured that this will be dealt with. Wanda sent an email asking me to resubmit the documents and provide my version of events, which I did immediately on the 10th September 2015 and to date I have not heard anything from the Insurance company - I find it hard to believe that a claim can take more than 2 months. Why is no body ever available to deal with this claim, I am now still paying a car that I no longer have as my car is written off!