Dotsure but not policy sure

Dotsure but Employees not sure about policies. I was involved in a accident where the other party was guilty and excepted guilt for the accident. So part of their process is to make sure i dont claim from my insurance also. Therefore they required a No Claims letter. I asked for this via the online chat. I was told that it takes 2 to 3 days. I said it was ok. Just to make sure that its understood that its a No claim i said that in this case my premuim shoudnt go up as i am not claiming from Dotsure. The response was that it is an automated service and once received should send it back so the can ammend it.Dotsure employee working with the same rules and regulations as the rest of the staff. So yesterday afternoon i received a call from dotsure telling me that its the recovery dept at dotsure and she will be sending a letter of demand out for the other drivers insurence for the excess. The more im telling her not to do that the more she tells me she has to recover the money from the other drivers insurance. After the 25 th time of telling her that i never claimed from dotsure so what does she want to recover. I then explained again to her all i asked for was a No claims letter. This morning i phoned dotsure and was phoned back i was transferred to the claims dept where i asked the same question. Will my premuim go up and i was assured that my premuim will go up as im now a risk. I didnt cause the accident i didnt claim from dotsure yet my premuim goes up and im now a risk. This is now day 5 of the running of this circus. Still not received a No Claims Letter one thing i have done was cancelled and i was sceptic if i would get the same premuim elsewhere. I got a better deal R15 cheaper and my excess from R20500 to R10000.