No sense of urgency

I had an accident on the 25th/10/2015.My car was declared a write -off on the 27th of October by standard bank insurance.And claim assessor was put on the claim on the 5th of November.For the past two weeks and counting i have been calling standard bank insurance and i have been getting the same response,they are still waiting for medical records.Today is the 7th of December,I am still without a car,no resolution and they are still waiting for medical records. It takes less than two days to get medical records,I know what i am talking about ,i have been to the hospital.So my question is,why am i been subjected to such bad treatment,when i have been paying all my premiums,i have never missed a premium.Can somebody please assist me with this,i dont think it is fair to have to wait for 6 weeks to get a resolution.