Shell - water in petrol

Contaminated petrol was pumped into my tank at Shell Honeydew on Blueberry Road on 30 January 2022. This resulted in me getting stuck next to the road and a subsequent bill of R3900 to decontaminate. Upon enquiry and follow up with management, I was told that the insurance is "busy with it". I have, however, not been contacted by an assessor in the 5 weeks since this happened and would therefore like to escalate the matter. How long I am expected to wait for Shell to make good on damages caused on their premises?