Service from Hollard not acceptable

My wife's car was hit by a truck last week Thursday while she was parked at our grandson's school. We phoned Hollard and were fobbed off - they insisted we should phone the truck company's insurer. The other insurer said the information was incorrect and a claim must be lodged with Hollard who are our Insurers. We lodged a claim with them Friday 6 Feb - Claim no 865344 and were told an Assessor would phone us shortly to inspect the car. No assessor has phoned us after numerous calls both to Hollard and their Assessor's office Automagic in Johannesburg. According to Automagic this afternoon, we have not even been recorded on their system!! How can we get Hollard to give us some service and pay the claim! We have paid them premiums in good faith for many years and we expect some service in return.