Shoddy service from Miway

C*** Shoddy service from Midway Insurance. It takes them a whole month of 5-7 day responses to be offered a pathetic slap in the face offer. Despite them admitting that their client is 70% liable, despite their client having been driving in the bus lane, despite a report they sent us showing the actual cost of the repairs we are facing. I am curious at how you got to offer R1,800? That is not even enough to but a bumper yet my car suffered serious damage. Please explain this and how you get to your figures. If we want to complain what redress so we have?