Heckmar brokers poor service

The truck driver for CUI Bono reversed into my car at a robot in Vereeniging. The owner promised to repair my car as the driver was wrong. I was referred to Milyssa Saaiman as the broker for Heckmar brokers. The incident occurred on the 20 November and I sent everything required even the driver provided the statement before the end of the week ending 27 November 2015 but Milyssa is dodging and diving my emails or calls. She never updates and does not respond to my emails anymore. There is no one senior to sort out my issue as they say only Milyssa is assigned to this case. This is very unacceptable service. Now I want to take the matter to the ombudsman.