Bad treatment of the third party and incorrect decision to reject

Santam Legal decided to reject my third party claim I lodged against their client on the basis that I was supposed to take all reasonable step to avoid accident. Their client who is the truck drive cause the accident as he was trying to turn and he did not control the trailer resulting in damage being caused in my car. The legal officer Itumeleng Lefakane and her manager Herman Koen concluded that it was my fault that this accident occurred and that I need to incur my own cost. Itumeleng just sent me the email with their decision without giving a detail of how the got to the conclusion.

Worst part is that I have been the one calling them to follow up, they did not care, at some point she even raised her voice on me when I asked about the progress of my claim. I am not sure it this is how they treat people at Santam or this was done to me because I am third party. I do not understand why I should take responsibility for the damage that I did not caused. I have note been treated fairly in this regard. She has not sent me the escalation procedure for the rejection of their decision which I requested from her. This is so unprofessional.

This people have not updated once since from the day the claim was lodged I am the one who has been following up. This service was bad and their decision is even worse because I it look at claimant and which happen to be person who was on the right. I demand that this process is revisited and I need feedback urgently as this has been a painful process. The worst party is that the truck driver acknowledged his mistake.

THIS PEOPLE ARE HEARTLESS HOW CAN THEY DO THIS TO OTHER HUMAN BEING!!!!!!