3rd Party damage claim

On the 14th January I was involved in an accident with an Outsurance client. The lady admitted wrong doing both to Outsurance and on a police report taken on the night of the accident. After submitting all required documents to Outsurance, they processed everything and admitted to their clients negligence. Their conclusion was that due to the damages they would declare it a write-off. In my understanding that means they would pay market value or try match market value to determine pay out. However they said due to the nature of the accident it would be a portion pay out 60/40 in my favour and according to their calculation they are will not make any payment because after everything. The amount is in a negative, i ended up having to pay repairs and towing. So far i've paid 14k out of 19k that was originally quoted by the panelbeater. I do not have insurance so i am claiming as a 3rd party. I have disputed the result with the case handler, i've tried to call them and left messages for the case handler to call me back because i'm unable to get ahold of her. It has been weeks now and there is still no call or any feedback on my dispute.