poor service delivery

I logged a third party claim and was told by a santam broker that this is going to take very long and I should have claimed from my insurance. I don't see why I should as this is a clean cut case. The guilty party rolled a good few metres backwards and crashed into my car. The lady that is handling this matter seems to be dragging her feet as I have to constantly follow up and it seems as if I did something wrong. I've sent through the requested documents to the broker and I found out she never received it. I found this out by doing a follow up call, I did receive a read receipt notification, in any case I resubmitted and she confirmed that all is in order. This matter is going on for about 3 months with no resolution thus far. It seems silly why Santam has such a slow response time to claims. This might be a strategy that the company are trying to use to not fulfill committments . I'm just saying!!!