No assistance for 3rd party claim

I had a car accident On the 17th August with FNB client , whereby we were driving on a fast lane on a freeway, the driver did a dead break and his car completely stopped, on my right side there was a barrier and on Lane 3 cars were moving fast I couldn’t join the Lane as I already reduced the speed , so I bumped him from behind, the driver didn’t know why he stopped his car because it was functioning perfect, he apologised, the traffic cops witnessed everything.

The following day I got the call from Tshepiso from FNB asking all the questions and she gave me the claim number to claim for the 3rd party and asked me to get the quotations and do the affidavit to say I’m not covered with an insurance. I done that and sent an email to ***. And Cc Tshepiso but my email wasn’t acknowledged. I called on The 23 of August I was given another email of Bossert but he didn’t acknowledge my email and I had to call again on the 25 whereby I spoke to Neo and she gave me her email address and she did acknowledge my email. I’m left frustrated as now I don’t know the way forward my car is beyond repairs I’m now renting cars as my job requires me to have a car and that is costing me. I have other products with FNB and I always love their services, this is the first time I’m left frustrated by how they are handling the situations especially if their client caused all this.