Vehicle accident claim nightmare

On the 24th of October 2018 a man bumped the back of my car. He is from Capricom Wireless Networks. He was driving recklessly and failed to stop in time which caused him to damage my car at the back. Needless to say I reported it to Capricom and they told me who to contact in regards to the accident. I contacted them whereafter they told me that they will send out an assessor to come and evaluate the damage. In the meantime I went and got 3 qoutations from different panalbeaters as requested and the assesor has still not come out as to date. After various email attempts I've been told they are escalating the matter and will get back to me as soon as possible(Does it really take this long for an assessor to come out to evaluate the damage of the vehicle?)