Mr van der Nest/zm/SOB3008

I bought a brand new car for my daughter that was registered on 2015/09/21 On 04/10/2018 my daughter was driving her car when another driver who had no driver's licence collided with my daughter's car. After I have registered a claim with my insurance I was advised not to claim excess payment direct from the Third Party as my insurance will be the one to institute a civil action against the party who is liable for the damage caused to the vehicle. As the matter of fact I had to pay an excess amount to Santam

On 24/10/2016 I got a call that was followed by an e-mail from Zelme Marais who is the representative of the above mentioned company to send her copies of my daughter's car registration and finance agreement together with the third party driver's details to them as a matter of urgency in order to assist Santam to institute a civil action. Without waste of time I have managed to submit all the required documents on 25/10/2016 at 01:04pm.

I started making the first follow-up with Zelme Marais on *** 09:22am to find out the progress on the case. She never responded to this e-mail. I have sent the second mail to her again on 30/11/2016 08:45am requesting the progress report. Still no response from her. She only responded on 20/02/2017 09:08 advising me that they are in the process of serving the summons on the Third Party driver and they will notify me if there is any significant movement. On 29/03/2017 I have made another followup with her regarding the movement on which she rep**** on 30/03/2017 10:15 that there is still no movement. I gave her some time again and made another followup on 12/05/2017 11:58 about the progress, begging for her update. After I was the one making followups with her from the onset she answered by saying they have abandoned the claim as they were unable to trace the third party in order to serve the summons. Does it mean after the damage caused to my car that was so bad it was easy for them to abandon the claim. She couldn't even inform me about what was Santam's response after they couldn't get hold of the third party since I was the one providing them with the information. Did Santam happy to pay them for the services that were not successful. What about the excess that I paid to Santam? Does it mean i will never recover my money from Santam as well because I was relying on this claim to be a success?. Some time last month my daughter received a call from one of the attorney's firm claiming that they want information from her since she was the one in the fault. Why can't they communicate with me because I am the one financing the car, why is it so easy to get hold of my daughter an so difficult to get hold of the third party that caused the damage in the first place. I need to know the final report from both Santam and Zelma Marais as it is clear that someone has decided to pursue it without updating me. I don't think even if I try to get feedback from Zelma she will even give it to me their Ref is Mr van der Nest/zm/SO****