No turnaround time for claims

I made a claim for a hijacking, I comp**** with all with request for information and documents. SAPS and Tracker have done their investigations and closed the case. For the past 3-4 weeks, I am being told they will give me feedback at the end of the week with regards to my claim. Now being told they are waiting for a report from the investigator, who I am told does not have a turnaround time for the investigation, meaning the claim can continue running until end of the year. Is this how they treat all their clients? Or is because I am black and should suffer that I am not able to now get to work on time. The is no fairness in this claims procedure, I am treated like I am the one causing the delay in the investigation. Unhappy client