Certain people are prioritised then others

I had an accident on 2018-09-01. The bakkie bumped my car and he put in the claim to his insurance Santam. I gave him all the documents he needed and there was no reply from Santam for 2 months. Even his broker Bernice was useless. In November then the contacted me asking the photos of the car and damages which i gave them same day and they disappeardisappeared again. I called tgem they said the person dealing with my claim is on leave. Towards the end of November they sent the settlement value which was 3000 less then the qoute. But i accepted it coz i couldn't take any delay my car need to be fixed. I sent them the paper work it been 2 weeks and they disappeared again. Surprisingly my collegue had an accident last month and he is insured with Santam and his car is being fixed now but mine is still not fixed.