3rd party claim not resolved

The accident occurred 22/05/2014. This is how long this matter has been dragging on. The person that caused the accident is insured through Santam. I am waiting for the 3rd party claim since the date of the accident. I emailed Innocent Phala on the 05/02/2015 requesting feedback regarding the release form in order to have the claim finalised. No feedback was then received so I phoned him on the 6/02/2015 and he advised that the form would be sent in the course of the day. On the 09/02/2015 still nothing was received so I sent another email requesting finalisation regarding this matter as it is dragging on for far too long and requested feedback by 10h00 that day in order to prevent a complaint being lodged. No feedback had been received by 15h00 the afternoon so I lodged a complaint on the Santam internal complaints system. I requested finalisation of this matter by 10h00 today the 10/02/2015. No feedback has been received by Santam so far. The reference number is ***. I demand a resolution by close of business today.