Disgusting service for third party claims

Well again not much help, then get told that there is no one that I can escalte it to becuase they are they hightest. Wow, they really do think alot about themselves. AGAIN do not take responsibility. I have put all the emails below:

1. 
   Old damages of R 3 500 should not be deducted as that happened after the incident concerned. – Old damages for R3,500-00 relate to the damages as listed below. Please confirm which damages in fact happened after the incident with our insured client:

3) As the vehicle was unoccupied at the time, and parked, how would I be responsible for any of the damage? - I do not feel that I need to take responsibility. – The offer made was for a 100 % and no contributory negligence was app****. The deduction that you are referring to is for Salvage as you get to keep the salvage.4) The assessor's value is based on what the car looks like now, as that is not how it looked at the time of the accident, current damage which brings the value down is also not fair, - Condition was not considered when vehicle values were determined.5) Mileage 2 years ago is not what the mileage is now. – Mileage was not considered when vehicle values were determined.
I am sure that this makes sense, kindly let me know if you need further clarity Kind RegardsMichelle
THEN >>>>>
Hi Michelle, Salvage % used is 37,5 %. In that case, the old damages to be deducted will then be Bonnet (R750). Please also note that my staff have already left for the Christmas weekend and it is our financial year-end on 31 December which means that our cut-off for processing of payments are 27 December which in this case is a public holiday. This unfortunately means that payment will only be processed after our financial year-end at the beginning of January. And the best of all is.....
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Hi Michelle, As per your own admission, you confirmed that the windscreen, door handles and front fender damages occurred after the date of loss, which means that the old damages to the bonnet should be deducted. Please note that we can unfortunately not make an exception or special consideration due to our financial year-end. As per my previous e-mail, please note that my staff already left for the Christmas weekend and will only be returning to the office on 28 December after the public holidays which is after the financial cut-off for December. The amended offer will be send to you on the 28th of December and payment will be processed after our financial year-end and after the long weekend on 3 January. Please also note that I’m the Legal Manager which is your highest level of escalation for third party claims.