no communication from the insurance ( third party claim )

on the 26/January/2019 , I was involve with standard bank insurance client in a vehicle accident and he hit my car at the back . the claims was registered and process and escalated to African recovery solutions , and all the documents requested was sent however no one has bothered to call me for update , I decided to call and found out and I was told that the claim was assigned to Bianca who promise to call last week Thursday and that didn't happen . on Friday last week she called and she advised that she is waiting for settlement letter . my concern is African recovery is very ******** and they don't treat people well and they don't even update you , can someone please tell us what's going , the client's vehicle did a number on my vehicle and this need to be sort out soon and the communication is very disappointing , someone please get back to me because this is not acceptable as the is no communication or what so ever and the African recovery is not really assisting or making it easy . please call me 0n ********** 342