Lack of engagement with Claims Administrator leaves me with more questions than answers

<p>Hi</p> <p>Since I had no advise on what my options were and what would work best for my claim profile, Could someone please explain to me how a claim gets processed if a third-party caused an accident?</p> <p>On 01/07/2017 I was hit by a lady who was not forthcoming with her insurance information. So to move things along, I called my insurance just to get my car towed and to get a rental car. </p> <p>When I called to log a claim Monday 03/07 I was told that Dineo Monguni had been assigned as the claims administrator. Our communication have been one sided as she just sends me FYI emails and doesn’t respond to any additional questions I have.</p> <p>She sent me 1) email stating her contact details, 2) Documents required, 3) reminder of documents required, after I called in to confirm if she received them, 4) Additional Documents required then 5) Authorisation.</p> <p>On July 7th I sent her a heartfelt mail indicating that she’s been cold as she hadn’t even once called me and when I call, she doesn’t call back and simply responds with an automated email.</p> <p>My accident was very traumatising and stressful as I had my daughter in the car with me, I was a wreck and in disbelieve as I only got my car back from repairs the Friday.</p> <p>I truly feel like I’m inconveniencing her when I keep calling or sending her mails but I believe the agent’s responsibility is to reassure me that all will be taken care of and to respond to my mail and questions. Till date, I have no idea what she sounds like or how a claim, that seems to be in its final stages is going to work.</p> <p>I initially also wanted to find out more about the Uber option as this accident had me quite paranoid about driving but…</p> <p>Though it seems like the claim is in its final stages, could someone please contact me to explain what this all means, will your company pay out my claim then claim from her insurance, do I take this quoted amount to her insurance, how will this affect my claim profile etc.?</p> <p>These are the basics that should have been discussed on day 1 but her unavailability and unwillingness to engage with me in conversation sees me still very confuses and all of this may see me disadvantaged for a claim/ incident that was not my fault. </p> <p> </p> <p>Regards </p>