Incompetend and Unprofessional

I have been in an accident 26May 2019. we submited our claim SPM 474191/5/19 on 28 May 2019. 13 June 2019 Vanessa from OCLS emailed my fiance to say the claim was submited to Management for considereation so after 5 working days we must contact her. After 6 working days we contact her and ask what is the feedback then she is telling us she can't get hold of the insured driver. Point taken but then why no corresondence and not keeping us informed so now we have to run around and phone left right and centre and do all the running around while their client was in the wrong. Then we found out the driver is under heavy anaesthetic because of his injuries. So basically everything is on hold while we are the people being inconvenienced and they are just not making it urgent. We were sent from pillar to post also without anyone even trying to assist. This is the worse treatment ever and to expect they would have been making it priority since people really need assistance with matters like these or even just go the extra-mile but nothing at all. Highly disgusted and well irritated by this Renasa legal!!