3 months and counting for a claim

A fidelity truck bumped my car while it was parked , it has been over three months since I sent in a claim . A very rude lady by the name of Lynn Du Toit , has been giving me the run around for over three saying that there is a document outstanding and saying if I don't have patience then I should claim from my insurance. I need my car fixed . How can a person wait over three months for a claim ??????? and how can an insurance broker say that I should claim from my insurance when it was their fault.