Cancelled claim

After driver ran into my car at stop street, i placed claim through Dotsure. 3 days later i got email stating i need to submit documents within 7 days for claim to be processed. strangely 2 days after the initial letter was sent i received another letter stating claim has been cancelled. when i called the claims office they stated they never received the quote from panel-beater therefor claim has been cancelled. i argued stating the panel-beaters did sent in the quote & i was on email as well. then they changed their tune & stating i must now also get police report at my own cost. on top of paying the excess of R6000 minimal i now have to pay for the police report, even though i did not even cause the accident. the driver who crashed into me does not even have insurance, so i will never get any money. Whats the purpose of getting a police case# after spending almost 90 min reporting the accident & now still have to pay additional fees which i will never get back.