Dialdirect Insurance

I was involved in an accident on Friday, 11October. The woman who crashed into me from behind is a comprehensively insured Dialdirect policy holder. I was told to submit a 3rd party claim and was referred to Easyway Centre in Boksburg to get a quote on the damages to the car. The assessor told me the damage was roughly R15 000 and that Dialdirect would have no problem fixing my car. The next day he phoned and apologized because he apparantly got his figures wrong... The actual amount is now R29 000 and the limit for fixing the car was R18 000. He then told me to phone Dialdirect and find out if they would compensate me in cash instead. When I contacted them I was told that the claim was not even registered yet and that I shouldn't worry about it. I had to submit all the necessary documents via email and they would get back to me. Cynthia Maseko was assigned to handle my claim. I contacted her to make sure all the documents were in order. She told me that it would all be forwarded to management and they would then process the claim. When I mentioned what the assessor told me, her response was "oh yes, they wrote your car off as it is uneconomical to repair because the market value is R44 000 and they might discover more damage as they start repairing the car." She then informed me that THEY MIGHT PAY SOMETHING but only if their client approves. If she doesn't claim liability, they don't pay anything. She then told me she would contact me with a final answer by Friday. She was clearly irritated and bored by all my questions and made no attempt to hide it. Her tone was cold and indifferent and definitely unprofessional for someone in her position. One would at least expect a hint of compassion when somebody tells you you won't get any compensation for damages of that nature caused by another person's reckless driving, even if I am not their client. She never contacted me with an answer. .. I phoned on Monday and was told she would phone me back after lunch... I phoned again nearly three hours later and she was unavailable. I then told them I would contact the insurance ombudsman as it was clear they were not bothered to assist... To which they rep****: "okay". I have CCTV footage and an eyewitness to prove that there was no negligence on my part and that I have not done anything to cause the accident but they are not even bothered to investigate the matter.