Numerous telephone calls and emails without help

I have insured 2 cars with First For Women being a Ford Focus and Mercedes Benz CLC 200 with registration number YKC510GP. Mercedes was involved in accident on the 17 February 2015 in Pretoria. My son was driving at the time and the driver of the other car accepted responsibility and agreed to fix my car. In order to assist with repairing my car, her insurance wanted documents being registration of the car, two quotes and a no claim letter from my insurance. Since March 2015, I have on numerous occasions called First for Women to assist me with the no claim letter as the other documents have been submitted to the third party insurance who are unable to assist until they receive the letter. I am not sure what more should I do to get help because I won't be able to fix the time car myself as I don't have the quoted amount. It's been 5 months now and nothing is coming forth. Each time I call a call centre, I am told that the conversation is recorded, but when I follow up on the query, I am asked to start from the beginning. I realised I am not been taken seriously and I don't mean anything to them as a client. I want them to take responsibility to fix my car should it be declined