Wait for ever!

On 2 August 2016 I emailed my claim forms to Regent insurance.Dr E Coertzer emailed her documents 3 days later.On the 11 August 2016. Ms Nonkululeko Mapitiza (claim Assessor) from Regent emailed she still require a form: Herewith the wording:"Pleade be advised that in order for the claim to be processed we do still require: 1. Amortisation statement Please forward all the documents to ********** and once the documents have been received we will be able to process the claim further." I obtained an electronic amortization form from Wesbank and forwarded on the 6 September 2016. Wesbank refuse to provide confidential forms to 3rd parties. But after several enquiries of any outcome so rep**** she is waiting for Wesbank for the form. WEsbank sent her an email that they will not give it to her directly. While send the correct amortisation form. She waits with folded arms hoping a miracle will happen. When I asked for a form from the ombudsman she ignored it. Today s the 11 October .Nothing yet.Please note again the wording of her own email previously.Does this sound like a competent claim Assessor?