poor service

I was involved in an accident on the 19th of January 2018, was taken to hospital and never took a statement with the traffic police, on the 21st was released from hospital and went to the police station to report the accident, I then claim from my insurance " Standard bank" on the same day, I never had the particulars of the car was involved with. A week later standard bank told me they are sending an assessor to check the car and was told its return off, so must send the contract from my financier which is MFC, I did that. then they were quiet for two weeks ,on the third week I called to know the progress on my claim Phumzile who is person responsible for my claim told me she can’t get hold of the person towed my car so that is the hold up on this claim, she then called that person whilst I was on line listen to their music, few minutes she said I just spoke to the person and his statement is different from the statement I told them and didn't even remember myself talking to that person, never the less she said she will submit all the information to the " management", she was quiet for a week again... I called she said it’s still with the management but she will find out for me then come back to me, she never did instead I got a letter from their attorney and recovery forms, on that letter they needed information for the third part which I did not have, a statement from the police, the contract from the dealer as the proof that I am the owner for my car. I went to the police station to get a copy of the statement, filled in the recovery form, and sent it back. a week past no communication, this week on Monday I dropped Phumzile , an email asking the progress, she never responded , this morning I called her and she said no the management told her to re take the statement from me , I did understand why because they always say calls are recorded, but I did it again, and she said it will be submitted to the management again... I do not know how many weeks I will have to wait now.