HIGHEST LEVEL OF INCOMPETENCE

I have instructed them to lodge a claim with Tshwane municipality on the 05 may 2021. 2 and half years later, nothing has been been done. They do not even have a mere reference number of my claim yet they say it was lodged but there is no proof of lodgment. every time I call they tell some sob stories. I am so fed up. I do not understand why they call themselves experts? because they know nothing about the claims at all. they were not even aware that prescription is looming . Our insurance is not taking us seriously by partnering with them.