Insurance claim isn't still settled after 4 months

I am a AForbes client. I drove into a third party's tailgate on my way from school. I submitted my claim, with the police accident doc nr and also the third party's documents. This accident took place 26.04.17. My car has been fixed, but not the third party's car. All info that we get is that it has been refferred to the legal department of Alexander Forbes. The lady (third party) has spend already 100's of Rands on phone calls. I send an e-mail to my claim representative at Alexander Forbes for enquiry about this. She forwarded the e-mail to Solls Mokwena at the legal department of Alexander Forbes for highest urgency, but no reply from him as off where this case is standing. 4 MONTHS????? I see this lady everyday at school and our relationship is now very soar because of this. PLEASE HELP ME!!!!! My claim nr is: 778/64458.