Waiting for a claim to be paid since early July

We've been waiting for a claim to be paid since early July. Today, the vehicle's settlement expires again. This is the second settlement letter (that we had to get by the way, no assistance from Outsurance) which is about to expire. I need to keep following up, each time getting an answer that they are waiting for authorisation. I understand that this is a SASRIA claim, but Outsurance takes the premium every month and we are not getting any joy. Today, the lady who we are talking to at Outsurance went on leave, not leaving us with another contact person. Instead, she gave us SASRIA's number to do our own follow-ups and you can't get hold of the person at SASRIA, ever. Today I did get hold of her and she told me she is also waiting for authorisation from her manager. I asked to be put through to the manager and she cut the call. Outsurance, I should not be doing your follow-ups. We are your clients, not SASRIA's!! In the meantime, Outsurance keeps taking the premiums even though we haven't got the car anymore!!!