Unapologetically taking forever to process claim

On the 8th of August I was involved in an accident with a client of Santam. When I reported the incident with them they gave me a long list of what is required to process my claim. Amongst this long list I was requested to get 3 quotes. Which I eventually got and sent everything to Santam by 15/09/15. I have followed up on my claim more than 5 times and each time santam's legal rep would tell me he's still waiting for feedback. <br> <br> Today 21/10/15 I get a call from a Santam Rep who told me that the quotations that I got are not from Audi approved dealers. Now, I am not a car or insurance specialist and I have never had to source for quotations in my life. Why did it take Santam 5 weeks to tell me this. Now I have to go again in search of an approved service provider. What really infuriates me about this is that no one of all the people I spoke to at santam is actually apologetic about keeping me waiting for so long. They went as far as telling me I am not their client so they can take 6 months to process my claim and that they have long paid for their client. So why is mine taking so long? Am I being punished for being bumped by your client? Do you realize I am a potential client?