3rd Party Claim delay

Claim number: *** I claim as a third party. I started the claim process on November 05, 2019. All requested documents were forwarded on the day. The contact person was Jessica Rampaleng. On November 7, 2019, I sent a follow-up email, Jessica returned on November 08, 2019 and asked for all documents requested, after I send it to them on November 05, 2019. I was then asked for updated quotes, why not ask for it on the original email? More photos of the damaged vehicle was also required after photos were sent on 05 November 2019. On my last email of November 28, 2019, I asked to let me know if more information is needed; not too little I hear nothing further. On February 12, 2020, I received an email from Kutollo Phago asking for more documents; one of the documents they requested was a Vehicle Registration Certificate (RC1). The document was obtained and sent through. Monday, May 25, 2020, I follow up after I once again heard nothing from Santam on my last email. Tuesday, May 26, 2020, I receive a reply to my email of May 25, 2020. Email received from Clive Mashau where he wrote the following to me: "Kindly be advised that the ID number of the registered owner is different from the one on the registration certificate ". And then he ends his mail with "Await your urgent response". I asked him what he meant by his mail because I am the owner and my ID number is correct on the NATIS document I sent through.

I am discouraged and grumpy, they never answer your questions on your emails but when they reply they constantly ask for more information. The case is not coming to an end. This is still the worst service I have ever received from an insurance company and I am not even their direct client. Then how do their own clients struggle ???

I have delivery and read receipts on all emails I sent. On my last e-mail one of the receipts deleted my mail without reading it.

Will this claim ever be finalized or will I be told later, sorry it's already too late or claim is too old?