Bad service

I've really had a bad experience with FFW this past 3 months. I had an accident in January 2018. I told them about my incident, where I bakkie drove into me. It was accompany vehicle. First I had to phone around to get the claim number from the insurance of WEM High EFF Electric motors. I then called FFW to give them those details which they were supposed to get in the first place then they did not give me feed back. I had to call them again for feedback before they called. it took them weeks again to send the documents to the other insurance company. My case was assigned to a guy called Bongani. Very disinterested in his job. He treats it like just another case on his desk forgetting these are real life situations. there are people involved not something that is keeping you busy so you can earn a salary at the end of the month. the last phone call I received from him is to tell me that I have to fix my car myself or pay the excess myself then they will try to get my money back. I really do not get why we have insurance and why we pay them so much money per month if they only look after their own interest. You as the customer must see how you going to cover the damage. they don't care as long as it does not affect them and the policy that you pay them every month. I am really disappointed with the service I got. they way he told me that they will try to get my money back from those other guys does not sound very reassuring. where am I supposed to get R8000.00 from. why must I pay the excess when I did not cause the accident in the first place. the guy that drove into me does care he says I must sort it ot with the insurance. So what am I to do in this situation.