3RD PARTY CLAIM NOT BEING HANDLED PROPERLY

Good day ReaVaya bumped my car on the 6th February 2020. I have followed all procedures and supp**** them with all the necessary information. Two days ago Julia from Santam told me that they'll only proceed with my claim once their client pays the excess. My question is, if ReaVaya never pays the excess then Santam will never proceed with my claim? Please help I have asked Julia to provide me with the contact details of the Head of Claims and Complaints because her responses are vague and not helpful at all. my car door does not close, my entire interior is getting damaged, it's been so long and no one is giving me the answers I need.