After 15 years of being a loyal client absolutely no support when needed

After being a loyal client for 15 years I was involved in a fender bender. Not my fault either, the guilty party pulled out from the parking space into the traffic. I submitted my claim to SAU of which they only paid R1000. The rest - R4000 I paid myself because of the excess. SAU then tried to claim the excess on behalf of me from the guilty party but the guilty party refuses to pay. I then followed up and was directed to Arangies lawyers. The lady I spoke to said I would have to go to the small claims court as the amount is too small for them to handle. I requested the detail of the guilty party from Arangies as I need it for the small claims court. I only have the registration number, not the name and address. I called Arangies lawyers several times and also e-mailed the person but cannot get any information out of them. I then called SAU to get them to assist but the lady I spoke to was completely lost and refused to escalate my call to someone who can assist. I have been a client for 15 years with no claims except for a windscreen replacement because of the age of the screen, not any damage. Really pathetic and unprofessional company.