Pathetic Customer service (claim no. ***)

I’m using Nedbank insurance for my car and I recently reported an incident whereby a minor bumped my car at shopping centre parking. The vehicle was booked in for repair and the insurance told me they’ll pay me out to repair the vehicle myself instead of fixing it due to other issues not related to the incident. The claims consultant by the name of Rerhandzu Myambo gave me a form to fill to enable the payment which I completed and sent back to him on the 25th of September. I followed up with him on the 4th day as he told me it will take 3-4days. Only to find out my form was not submitted or processed. My settlement form was only submitted on 01st of October when I followed up. Today is the 4th and still waiting