Dissatisfied with claims process. It almost feels like I am being ****med.

I am at a point where I regret having any dealings with Hollard Insurance. Not only are they unprofessional but it also feels like I am being ****med. My vehicle was written off in May and the vehicle that hit me was also insured with Hollard. I provided all the details of the third party and asked if the claim can be processed under their policy as a third-party claim and my request was ignored and the claim was processed under my policy. Hollard charged me an excess amount of R17000. I was then told that I must claim this excess from the third party's insurance and provided contact details for this department within Hollard still. I have been sending e-mail and calling, and no one seems interested in attending to this matter. No one cares to come back to me even on e-mails. I was given an escalation e-mail to Prinash Naransamy who is the supervisor for this department as Neo Thantsa and Lebohang Matlatse were not responding to my e-mail. On the 5th of Aug,I was advised that the claim is with data verification. I followed up again on the 14th of Aug and not one answered my e-mails or bothers to call me back. I would like to know what the next step for escalation is or if the matter should now be going to the Insurance Ombud. I am getting no responses from the personnel assigned to this case. I need urgent feedback.