Third party Claim

I am having a big problem with this car insurance company,my late brother's was smashed at the back bumper and the right tail lamp on the 24th of January 2015,i am the Executor of the estate responsible for my late brother's car.This insurance company takes long to pay the claim i made after signing the release i was told by their consultant by the name of Acial Matyesha that the money would be in my account within 5 working days i then waited until 5 working days is up,when i call the consultant,she is telling me that the money hasn't been approved and she is rude to me,she have a bad attitude towards me,she is telling me that they not getting orders from me.The car has been damaged for too long without it being fixed,now she's saying after the money has been approved ill have to wait for another 5 working days,no this is so unfair,being a thirdy party doesn't mean i have to get a bad and poor service.