Insurance claim taking forever to process

I registered a claim through Innovation Group who is a claims processor for Santam on 30 Mar 2015 that my car was broken into and my bag with cellphones and purse, cd's and sunglasses in the car were ******.Just before the Easter long weekend the window was fixed. Now in May, almost two months later the claim on other stuff is still pending and the claims processor only now requests proof of forced entry claiming that they do not have record of the window that was fixed. i then requested that the calls for the day be retrieved which will proof that there was a claim on the broken window. A week later they are still investigating and no one is calling me to give me feedback on the matter. Every time i call i am told that they are still investigating. i have received poor service from Innovation, ever since i registered the claim, i always have to call querying about the claim and every time i receive new requests of information that i need to provide. i am really frustrated now and what makes it worse is that i cannot get through to anyone, even my broker Iemas is not coming back to me about the matter since i requested them to intervene. Every time i call no one is available.