still waiting for feedback

I was declined for my vehicle to be repaired due to the fact that they say i am covered for total write-off. Now i have a 3rd party vehicle that needs to be fixed and i am covered for 3rd party as well but it has been over 2months and they are not contacting me. I was advised to send a fax to Bryce Haarhoff which I did and I had to be the one to contact him for feedback and he promised to contact me as claims is dealing with the issue. I have a 3rd party breathing down my neck for her vehicle to be repaired(for which i dont blame her). Why is this taking so long as when my premiums need to be paid they are paid