Using useless brokers PREMIER CLAIMS SERVICES

On 12th July 2018 I was involved in an accident a truck from Hestony transport drove into me. I submitted claim and all requested documents on the 23 July . Two weeks later they sent an assessor out to look at the vehicle 6 august it then took another 2 weeks to get the report from the assessor then another week for Hestony to pay the excess, excess paid the 24 August. I have now been told by PREMIER CLAIMS SERVICES (which I assume is a broker for mutual ) that it will take 5 working days to get a settlement letter then I got an sms saying it will take 10 working days. I called Premier who never respond to emails to following up after being on hold again for 10 min I was told they have not received feedback from senior management. What I would like to know if how does a respectable company like mutual and federal associate its self with a company as useless as PREMIER Can someone and mutual urgently give me an answer as to why it takes this long to get a settlement letter and how long am I then going to wait for the claim to pay out

Claim No Premier - 287868 Useless person handling my account : Raleen Pillay