Bad Customer Service from Legal Recoveries Department

I was involved in a accident 24th of January 2019 where a motorcycle drove into the rear of my vehicle. I put in a claim against insurance which is alexander forbes and paid the excess even thou according to what happened at the accident i was not the guilty party in this incident i was advised by my broker that i should pay the excess and alexander forbes legal and recoveries department will try and recover the cost from the 3rd party. On the 22nd of February 2019 i made a follow up on how far the recoveries process is and only on the 14th of March 2019 was i advised by a Mpilo from recoveries department that she is in contact with 3rd parties insurance and ill be updated on the way forward. I did not get any update again from Mpilo and my e-mail went unanswered until i decided to contact Mpilo at the beginning of July 2019. She then informed me that the delay is that her investigators are still tracing the Accident Report form from Metro Police and 3rd party insurance is awaiting that report. This i found very frustrating coz if she updated me then i would've also made means to get her the Report, never the less i managed to only take a day to get the accident report form and on the 11th of July 2019 I e-mailed it to her even asking her to acknowledge receipt Which she still did not! I the called her again today 30th of July 2019 for an update and to find out if she received the accident report. She acknowledged she did but she is not sorry nor does she take me serious judging from our telephone conversation. I am happy that the calls are recorded as this will prove the reason for me to say so. I do not have any confidence in this Mpilo lady as she does not seem as she take her job and Alexander Forbes clients serious.