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"Too Busy"... I couldn't believe that comment either. I think there is your answer in terms of whether you need a new manager.

As a suggestion, you could also put in place a payment plan to recover monies. We did this with our former tenants who had to break-lease when they could no longer afford the rent. We were able to recover the full amount owing fairly quickly and we did not have to go to court or use our insurance.

Pretty poor of your PropMgr not to get onto this right away when the arrears started showing. I think you should escalate this to the head of the pm department and ask for a new manager or if you are that upset walk away to a new agency.