Appauling service

My wife bumped someone else car, my claim was handled in a very effecient way and that I appreciate. The problem started when the third party claimed against my policy, his car was parked when it was bumped, I have a comprehensive insurance, but no one is giving him feedback, I sent a number of emails to Robyn and called almost everyday, she promised to call the 3rd party but she never did, I escalated to the manager Melusi he promised the same, then another manager mbali but non is giving this guy feedbak as result my wife is being harrassed everyday as this guy stays no far from our house. I MANAGERS CAN not help I wonder why santam employ people who give such pathetic service..appauling to say the least