Poor Assistance and Service

Called ABSA idirect to make a 3rd party claim, 3 times I was put through to an extension where there was no answer. I was then transferred to a claims division where I pleaded with the person to not transfer me. <br> She then proceeded to tell me that the person who crashed into me had not registered a claim so that meant that I was not able to make a claim against the other driver. I don't see how I must now recoup the monies directly from the driver/your customer if the person who crashed into me does not wish to report a claim. <br> <br> Please explain why then someone would insure through ABSA if this is the case?