BAD RESPONSE

I have logged a 3rd party claim with PFS insurance 2 September 2015. Their client hit my partner's car from behind. He immediately acknowledged that he was in the wrong and provided us with his insurance details. As for the insurance we had received very bad response and still am. They took their time to finalise the claim and now they expect us to wait another 21 days before they pay out. I have requested Management's contact details and 'to my surprise' NO RESPONSE. I have also send emails to the complaints department, received read receipts and guess what - NO RESPONSE!!!! Remind me never to take insurance with them. Their client pay monthly premiums for 3rd party cover, in return I am sure he is expecting better service than this. How much of their time will it take to make a payment, why on earth do they want to inconvenience us for another 21 days? Really pathetic.....