Dragging claim

On 18 March I start a claim with nedbank car Insurance I gave them details of the incident as they requested and since my car was at Renault Zambezi so they said they are going to collect it as they have to assess it on their side, the car was collected as arranged on 26th March and they Nedbank car Insurance requested diagnose report from Renault Zambezi but they couldn't get through to the Elias the Service assistant as he was not responding their emails and not returning calls so Nomthandazo the claims consultant called me for assistance to get hold of Elias and I went to Renault Zambezi got him and asked for the diagnose report which he gave me and I sent it to Nomthandazo on March 22th which was okay. On April 2nd I received an email from Ernest the Assessor from Nedbank car Insurance requesting a diagnose report and I sent the diagnose report same day then the was silence until April 10 requesting the report from Renault while they said they gonna do the assessment themselves since Renault Zambezi doesn't wanna give them a full report and doesn't wanna answer their questions. The was silence again until I called them to follow up and they told me the car is sent to the assessor I am gonna get feedback in the next 24 hours I never got the feedback until I was cc'd on the email to Renault Zambezi requesting the report that Elias is not willing to assist with and he made it clear that he is not gonna give them the report as I have to return the car to Renault Zambezi for another assessment and I have to pay for another report. Nedbank car insurance said they gonna take it to their assessor now they are busy requesting report from Renault Zambezi while they said they gonna leave out Renault Zambezi and do it themselves.