Third pary claim against Dialdirect

I am a third party claiming from Dial direct. one of their clients drove into my car while I was at a red robot. I contacted Dial direct , I was asked for bank statements, proof of account , copy of my driving license , a letter from my Great insurance (Outsurance) to say that I would not be claiming from Outsurance , a copy of my ID card , a copy of the SAP case number and a copy of the registration papers of my car. These all reflect my surname . Dial direct makes use of a company called Straight through to asses a car vial cell phone pictures , no human will come see the car as I was told they based in Pretoria and I am in Cape Town. Straight Through called me and asked to Speak to Mr ****OM. Sadly my name is nowhere near that, it does not even sound similar. Straight through said sorry and would have it corrected . Yesterday Dial direct sent me an SMS, addressed to the wrong name asking me to supply all my documents , they did have the correct claim number ***/2. Obviously when the clerk tries to check and does verification against the name ****OM it will not match. 1 hour and 3 people later calling from a cell phone I was hot under the collar. I am told that the person who sent me the sms can only call me back next Tuesday ...5 DAYS LATER...*** is this client services ? This is a case for the Insurance ombudsman, all I want is for Dial-direct to register the claim under MY NAME , verify my documents and fix my car. Right now I feel this is a ploy to reduce their payment and to delay payment . For the record I went to an approved panel shop to get a quote which was attached to the first email I sent. For the record , the email address I was sent for claims does not work , the emails bounce back . I am so happy they say their calls are recorded , I invite Dial direct to pull the call logs up and listen to my various calls. The regular driver of this car is a medical person and relies on the car to get to the hospital where he works. I gave Dial Direct till today to call me back, NOTHING NO CALL NO EMAIL...... I guess my next step will be the Ombudsman. I can not recommend this company to anyone , I feel very sorry for their clients if this is the way a third party is treated.