Simply no feedback

My daughter was in an accident in November 2014. A vehicle smashed into her from behind. It is not even a difficult case. We have submitted all the necessary paperwork. We dealt with a lady, Sarah Dlamini, and her service was excellent. She referred us to liabilities, Melissa Jooste.My husband spoke to her once in January. Since then we cannot get hold of her after numerous calls and e-mails. Simply no response forthcoming from Mutual & Federal. This is dragging for three months now. In the meantime, I am paying for a vehicle that has been smashed. The claim number is ***.