Unattended Third party claim

One of MiWay 'clients bumped my car from the behind and assers says it's a write off. He said he will claim from his Insurance. Since November 2018 even now i haven't received help. All the documents they requested I had sent to them. Last conversation their consultant Tebogo said she wants details of witness and I E-mailed to her. Now everytime I call she keeps on saying she didn't receive the details of the witness I sent to her Which I don't understand how cos I'm still using the same address. Last when I call other consultants kept saying she's too busy to come to the phone. How can you be too busy for a client? Even if it's TP claim it still needs to be attended and finalised. Service at MiWay sucks