Discovery Insure incompetence.

My wife was stationary at a red traffic light when a SUV drove into the back of her car. The lady driver of the SUV was distracted by her unrestrained 3 year toddler on the back seat . After exchanging details it was agreed by the driver that Discovery insure would take care of the repairs to our car and that Discovery Insure broker would contact us, but 3 weeks later we are still waiting for that call. I am with outsurance and they want R4500 excess for the repairs which I don't see why I should pay the excess for an accident that was not our fault. This is the second complaint I have logged with hellopeter against Discovery Insure in 2 weeks.