Still no answer when my car will be repaired

On the 11 April 2015 I was in a car accident- Adeli Snyman the broker of Johann brenckman case no ***9 said she will let us know whom is the person that work on my case bro wen graham is the 3 party adviser on the case *** *** 254 Hall Street, Centurion 0157 I ask the fist email if they can tell me how long it will be before my vehicle is repaired. Sorry for the inconvenience there is no time line. I really thought she was to busy and need help so I ask if I can get someone from outsaurance to help because sorry for the I convince does not help me at all. Why must I pay the price for someone els fault. Then the reply on my e-mail was Good day “without prejudice” The insinuation and tone of your email is unnecessary and we suggest you seek legal counsel on the way forward. We will diarise our file until our insured’s claim is finalised and then we will proceed. So now I must wait . And pay the price for someone else mistake please advise why this is so and please advise why I don't have the right to suggest a helping hand and need legal advise and still no news on when my vehicle will be fixed