Accident claim with car insurance Santam

I am not Santam client I will never be one, not even in my dream. I was involved in an accident with their client he did admit he was at fault he has done everything he needed to do in order for me to claim as third party from his insurance Santam.but Santam making my life so difficult till this day I am have been back and forth with the claim that was logged on 1September 2022....no action taken till this date other than them thinking of cost saving when it come to quotations submitted by removing what they believe it unnecessary for the process of repairing mycar. I am a women if panel beaters quoted and they say it not needed I do not know who will be liable for the cost if this process is indeed needed. Or legal action should be taken for their client ? Please help I am left confused what to do or I will be paying cost that insurance is removing from the quotations from my pocket??