POOR CUSTOMER & COMMUNICATION SERVICE IN THE LEGAL DEPARTMENT

I put in a claim for a 3rd party (in May), which was involved in an accident with our vehicle (it's a business account). We were in the wrong and just wanted to do what's right for the party involved. I had sent all required documents, mind you, this wasn't the first time I had claimed for a 3rd party and I had no hassles at first but now they are telling me that with 3rd party claims, they deal with the 3rd party directly, which came to me as surprise coz that wasn't the case at first. I was dealing with a lady called Miriam (in the legal department) who "lost" or didn't receive all the documents I kept sending her, which I have proof of on my mails that I did send to her. I try to call and follow up with her, it's either she's on lunch or stepped out of the office or she's just unavailable. I then asked to speak to someone above her, and to my surprise, she was also behaving the same way. I am completely disappointed with the way they do things, because even today, the claim hasn't been settled and we have not missed even a month paying them. It just doesn't make sense to me that the other 3rd party claims that I have put through before were solved with no problems and this one, takes a whole 5+ months to be solved.