No action regarding a third party claim

My daughter has a small third party claim against ominsure's client. The matter is under R5k and the matter is not address despite Mark Maritz instructing Thando Mabena to move the matter up to negotiator. Thando's phone just rings and his emails are returned even though it is the correct email address. Mark has also not responded to follow up's on the matter. Really poor service - please can someone assist as this has been going on for over 2 months. Thank you