Unprofessional staff at head office

I had an accident with a Europcar car where a 3rd party hit me at my rear bumper. All the details were captured by the metro police and I called Europcar and they said as long as I have an OB number it is sufficient. When car was collected I completed the form but did not have the 3rd party details with me because I was told that all I needed was an OB number, qq a@I also provided contact details of the police station where the accident details can be obtained. Europcar harrassed me for 3rd party details which I then provided because someone did not want to do their job to call the police station. 2days later I get a call from head office requesting for the 3rd party details again and the lady (Berenice) had so much attitude telling me that I owe the excess. I asked her to forward banking details and the invoice and let me know if I am able to recover the excess. I am still waiting. I sent follow up email which she ignored. Followed up again and she was on leave and the other person she put on her out of office assisted and asked for 3rd party details again which I now sent with irritation and I was told 3rd party will be invoiced. Today Berenice (now back on leave) calls me again with an attitude saying she is handing me over unless I pay the outstanding amount. She was condescending throughout the entire conversation. I still asked her for invoice and banking details and she still has not sent the info. In addition, she says she has not received the 3rd party info. Clearly there is no collaboration between the parties at Europcar. The way this matter has been handled has been unprofessional and distasteful. I will be reporting this to my insurance as they are the ones who sent me to Europcar. Can this matter be sorted asap