Unattended claim and lack of communication

I submitted a claim on the 19th of February 2025. My claim has been handled by Zandile Khunou. It been more than 2 months and my claim is not being finalised. I always have to call for progress feedback and whenever they promise to give me a call back, I never receive one. No consultant seems to know what's happening with my claim and Zandile never seems to be available on the phone. I called earlier today I was told they will call me back but I once again had to call them back. When I did call back, I was told the settlement letter had expired, and I must request a new one. My biggest issue is that no one calls me to tell me when additional things are required. I will be told once I call for follow up. Even for that fact that my vehicle is a write off I had to call the panel beater myself and even spoke to the assessor and they told me the car was going to be a write off, and it still took weeks for pineapple to confirm this. Even after after them confirming the write off, I still need to be the one calling and following up on the progress of the claim. Can someone that knows what is happening with my claim call me as it seems no one can assist me.