Terrible service from 3rd party claims OMI

Really am disappointed in OLD MUTUAL INSURE - for a company that claims to be a leader and in business for decades they really are pathetic in customer service. We had a 3rd party claim with them as their insured client drove into our vehicle at a stop street. for over 2 months they have been delaying and every time we query progress they send a blanket response back stating "45 days average turnaround time to respond" from last query and hide behind that "RULE' - a simple matter cannot be resolved timeously. I asked for this to be escalated and for over 10 days not even a reply, after escalation. Most people, like myself, trust these large companies to do what's right but when in a situation actually see their true colors!