Unpaid claim

I lodged a claim against a client of Santam, and to date, the only communication I’ve received is an acknowledgment of my submitted documents. It has now been 5 months since the incident, and despite my efforts, no further updates have been provided. I have attempted to reach out to the client's broker at *** and to ***, yet I have been met with complete silence. This delay is unacceptable. I expect immediate clarification on the status of my claim and the necessary steps moving forward. What exactly is the hold-up, and how should I proceed?