Pathetic service

I’d like to express my dissatisfaction with naked. I was in an accident on the 3rd of may 2023 and I claimed through them as they are my insurance. They have done absolutely nothing to recover my R20000 access fee from a third party. They never update me and I have to call them to check on the progress. The lady who was handling my claim is precious and she avoids my calls and sends a “ we are trying our best” email every time I check on the progress It’s been three years. How is this fair?