3rd party insurance service

A client of Santam, drove into my car while as was standing at a Stop Street, almost 3 weeks ago. He reported the incident to his broker. I also reported the incident to my insurance company, but I don't want to claim from them, because it was not my fault. I've sended all the documentation that Santam will need in order to process the claim to get my car fixed, to them, ********** I still haven't heard a word from them! This is shocking!! I went into Santam's office in Tygervalley and a lady at the 3rd party division, Adele, which was also not very friendly or helpful, said I must phone Edzan in Johannesburg, because he is dealing with the claim. I tried to phone him now for 3 day's....no answer. The service at Santam is shocking!!! I want my car to get fix ASAP, because the incident was not my fault and I am not going to use my insurance to repair the car. Can someone please sort this claim , ********** 89, out?