Old Mutual bad service

An Old Mutual client drove into our car in December 2017. In January 2018 a claim was submitted - we submitted all the requested information / documentation/ forms in the beginning of January to Ms S Nicholas. We followed up and were informed that the case was handed over to Ms L Ngubane. Ms Ngubane never responded to emails requesting feedback on progress with the claim. In mid-March we phoned Ms Nicholas to request feedback, she referred us to Ms Ngubane's line manager, Mr Govender, but we were not able to get hold of him. Later we received a call from Ms Nicholas. She was extremely rude and informed us that there are still outstanding docs/ info that we have to submit- however, almost all the so-called outstanding docs were sent to her in January already. The other outstanding docs (e.g. 360 photos of the car and not only of the damage) have never been requested before. All the documents were forwarded (again) but no response/ acknowledgement of receipt from Ms Nicholas. Followed up with Mr Govender and complained about the service, he undertook to have his line manager / Ms Nicholas' line manager call us, but to date (almost 2 weeks later) no emails / calls/ messages and still no progress with the claim.