claim not finalized after 3 months and no feedback

i Lodge a 3rd party claim date 13 November 2015 Siphokazi is a responsible person on this claim she told me the claim to be finalized it will take 21 working days starting from 13 November 2015 of which it lapsyed on the 11th December 2015. on the 7th of January 2016 i did a follow up Siphokazi told me they were on leave so i must give her a week to finalized it she will give contact me but she never contact me i sent her an email, she never responded , i tried to contact her she was not in the office she was on lunch so the consultant i was talking too over the phone told me she will let her know via email that i call that was 18 January, 19 January it was the same story she was not in the office i wanted to speak to their manager but also was not in the office, again the consultant was going to let her know that i called till today i'm not getting any feedback on my claim, i'm sitting without a car for almost 3 months now and no one cares.