Disgusting attitude on 3rd party claim

My car was bumped into in my ba*****t parking by a co-worker, while stationery and I was not even in the car. From there my co-worker claim for the damages to my through his insurance Alexander Forbes. This was on the 4th of December 2015. To date my car is still not fixed. I sent the required and document and never get feedback from Tevin, their legal consultant. Eventually they sent an assessor who authorised for second hand parts to be used on my vehicle, which is on warranty. What is even more appalling is that when I question this, I am told to go and source another quote with me having to organise my own towing, and that they will re-appoint another assessor and whole process will take yet another 60 months. The service I got from these two individuals is disgusting and for Tevin to blatantly burst out laughing at me and constantly reminding me that I should have claimed from my insurance. I am totally outraged at a company that I though was of good standing.