Lack of feedback/slow response on claim

I was in the unfortunate situation where a cartrack vehicle bumped into me about a month ago, and quicksure being their insurer, must process my claim to get my car repaired as it was not my fault. Already agitated by the inconvenience of having a damaged car that isn't even a year old I had to face dealing with the poor service from quicksure. I sent through all required documentation to Zelda as requested by Cartrack. I had to do the follow up work as Zelda never attempted to contact me once. I have not received a single reply to my mails sent to her to this day, I also have received no documentation from her as to what is going on. Each time I spoke to her on the phone, where I had to make the phone call, she has the same excuse of she is waiting for papers to be completed from other persons. No phone call, no emails, nothing. This has been going on for a month, everyday I have to call and find out what is going on, for something that isn't my fault. If I don't make an effort to follow up, nothing gets done.