Bad service if you are 3rd party

So how long do you wait for any feedback on a 3rd party claim ? Well the claim was submitted on the 17 Feb and I am still waiting. After phoning and trying to get hold of anybody to help me, I was told that there is still paper work outstanding. I mailed everything to tell and nobody has gotten back to me ? Seems like if it is a 3rd party claim you must be willing to do all the work yourself even if it was their clients fault.