Claim draging for ages

Had a small accident a couple of weeks ago. The person responsible said I must claim from my insurance (santam) as he isn't going to claim from his insurance. So Santam said the car is uneconomic to restore, for a sc**** on the left rear of the car! ridiculous! So I spoke to the assessor, who said we could settle in cash, and I can then repair the car where ever I want. So I asked what the settlement amount will be, and when will this be settled and when should I take the car to the panelbeater? He couldnt answer. No response from The person working with the claim either. So now, I guess I have paid the installments, and no service when needed.