3rd party claim not being paid out!

I have submitted a 3rd party claim to Europcar for a vehicle that I rented from them that had a small bump in the rear fender due to a bumper bash. The 3rd party was at fault and I have submitted all documents needed. I have tried to phone Noelene Chiba numerous times as she was appointed as my case agent but all I ever get is a ringing phone. Last time we spoke she tole me I just have to wait it is in the system. Since Europcar deducted more than R12000 from my account for this small bump I really hoped that we could resolve this speedily! Please can someone in this useless company get back to me and get this matter sorted once and for all.