more than 2 months for claim to be settled

I cannot understand how Santam can actually expect someone to wait over 2 months for a claim to be settled? This accident happened in Dec 2014. The company whose truck was involved in the accident kept telling us that someone will phone us but no one ever did (since Dec 2014). After struggling and lots of fighting, was eventually given the name of their broker, Go-Insure SA. I dealt with Melonie who tells me that she submitted everything on 22 Jan 2015 to the legal dept of Santam (Zama). Getting hold of Zama has proved to be an impossible task. I finally spoke to Julia who told me that there are documents that Santam needs in order to process the claim & this info was requested from the broker on 26 Jan 2015? The broker tells me that Santam was suppsed to have called us and requested the info from us NOT them. I would like someone from Santam to explain to me how we were supposed to know about these outstanding documents without anyone contacting us? I now refuse to be pushed around between Santam and Go-Insure and would like someone to take responsibility for this claim & sort it out immediately! PATHETIC CUSTOMER SERVICE!!!!