DISGRACEFUL 3RD PARTY CLAIM PROCESS

I was in an accident in early May and the fault was definitely not mine - a gentleman decided to start driving while we were all stationery at a red traffic light and drove right into me. This claim has been going on for months now and I still don't have finality. I was sent a 13 meg file on 3th July which I couldn't open from a 'Jessica Rampaleng'. I said I couldn't open the file, could she please resend (it froze my computer every time I tried to open it). She didn't have the decency to reply and on 10 July I managed to open it in the preview pane. It was a third party release form which I had to sign, and also supply my bank statement, which I did the same day. So it seems I am finally getting paid (less than the panelbeater quote but that's another issue). And now I wait. No-one has acknowledged receipt of my documents. I emailed again on 18 July asking whether my documents had been received and for a progress update. No reply. I have just emailed now again (22 July) requesting an update again. WHY does no one reply to emails? Are you so arrogant that your staff have no manners? I am so over this whole situation and will NEVER recommend anyone to insure with SANTAM. If anyone there cares at all, please assist me and get my claim paid. I am shocked you are still in business with your attitude and tardiness.