Arrogant and disrespectful behavior

On the 12 November 2021 my wife was involved in an accident where an FNB short term insurance client Mr NI Rampai recklessly and neglegantly changed lanes without observing and consequently bumping my wife on the left center back. Now, FNB is of the opinion that my wife is 30% at fault and doesn't even care to explain how they came to that determination as per below:

We refer to the above matter, and wish to advise that we have requested one of our Repairers to look at the damages caused to your vehicle based on the photographs you provided, and to provide us with a quotation from their side. Our repairers assessed your total damages to be in the amount of R13 176.82, whereas your own repairers assessed your damages to be R13 907.81.

Having regard to the way the collision occurred, and the principle of “Apportionment of Damages”, it is our opinion that an apportionment of 70/30 must apply in this matter. We are, therefore, only liable for 70% of the damages that you have suffered, and as such, we hereby offer, in full and final settlement of all and any claims you may have against our Insured as a result of this collision, the amount of R9 223.77 (nine thousand two hundred and twenty three rand seventy seven cents), calculated on the basis of R13 176.82 x 70% = R9 223.77.

Please advise by return mail if you accept this offer of settlement, in order for us to prepare the necessary Release Form for your formal acceptance and signature, upon receipt of which we can process a request for payment of that amount in order to finalize this matter. END

Today we were served with a release form even after expressing the displeasure of the outcome on same and the request from my wife for an understanding of the decision, the arrogance and Disrespect displayed by Tertius is very appalling coming from a so-called manager.

From: Tau, P. (Poppy) Sent: 2022/02/14 10:28 To: Bossert, Tertius <***> Subject: RE: Your Reg : FVY714 FS Client : Ms. P. Tau - Our Insured: Mr. N. I. Rampai - Claim No. 38890

Good day

You saying your repairers assessed my total damages to be in the amount of R13 176.82 and you only paying 70% of the amount why not 100% of the amount your client bumped my car he’s the one at fault can you please make me understand how your Insurance works. And you more than welcome to take my car to your repairer in order to be fixed please. Or I will meet your client in Court.