Outsurance 3rd Party Claim - Delay

I am an existing Outsurance client and have had nothing but excellent service as a client from your company for more than 12 years. I am however not so satisfied with the existing third party claim process. My partner, Werner Van Niekerk, has been dealing with Kulani Maluleke regarding the claim for our motorbike which was damaged by your client on the 22nd of September. We are now more than a month into this whole process, and Kulani is yet to finalise this matter. All the required photos and paperwork has been forwarded to Kulani on numerous occasions not only by my partner, but also by Droomers Yamaha where the motorbike was kept for assessment. Kulani either has some ridiculous excuse (such as the photos have not been received, or are unclear) or she just does not get back to Werner when he has mailed and called her. This is making me reconsider my existing insurance portfolio with Outsurance, which is sad but, I do not ever want to go through such agony should I wish to claim or should I have a third party claim through Outsurance on my policy. This is totally unacceptable; a month and a half for unnecessary back and forth of emails and phone calls. I am the owner of the bike, and I would like to know just what is going on, and when we can expect payout of this claim.