Unable to assist?

Send an email to my Personal Portfolio Consultant on 29 Sept 2015 requesting a letter to state that Im not claiming from my Insurance Company as required by the Third Party Insurance Company from whom I am claiming. (accident reported in May 2015). Once the Third Party Insurance receives this letter, my claim will be settled. I received no response and called in 30/09/15 13h35. Consultant was unavailable, left a message to call me back. No response, so I called again on 01/10/15 11h26. Consultant said she will arrange it. Received nothing, called in 05/10/15 09h57, Consultant unavailable, left message. Received call back at 17h20. She said I should call her if I didnt receive the letter by 06/10/15. Yesterday 07/10/15, a Consultant called me to do a survey on service received. I informed her about the issue, still no letter. I shared my bad experience. She said she will follow up and call me back. Its 08/10/15 09h47, no response, still no letter. W T F must I do to get a letter that takes 10 minutes to draw up? Can someone at Oak****inghurst please assist me? PLEASE, I beg of you. Its been 5 months since the accident, finally the 3rd Party came through, just give me the letter!