Alexandra Forbes-Tired of waiting for my pay out

Was in a car accident in May 2018 and put in a claim with Alexandra Forbes. Since May 2018 and it's now August, still no feedback that is satisfactory. How long must one wait for a pay out When their agents come to sell you this insurance they promise you the world and do not tell you how long pay out will take, but when it comes to paying out you on your own... Email after email and still nothing only to be told "we will inform you once we have positive feedback" Was told that sometimes to get a pay out it can take up to 2 years :( ..... Not something a client wants to hear.. Please fix this