third party claim not honoured

Im a third party in a claim ,my car was bumped while stationery and the lady reported the matter to her insurance and she said I must phone them and I did, they sent me an email which stated all the necessary documents and pictures that I need to email and I did and got a reference no ***9 and I phone them to check whether they receive the email and a lady told me that they did and they have allocated a claim to a lady named Nonhlanhla and gave a direct line *** and email address nonhlanhlas@out,co.za she said I need to resize my email because its not viewable on her side and I did that now she claims that she did not receive my email and I also send it to their new liability department and I don't know what to do anymore I need my car fixed. I'm being sent around from pillar to post its so frustrating now. Its even digging hard on my pocket now because of the countless scanning and phone calls that I have to make daily.