Direct clients - my experience with a third party claim

Have been a Santam Direct Client for almost 20 Years. Lately we had a claim with a third party. Santam Legal Department simply ignore my e-mails or requests for what was happening with the third party claim. Just to be informed, without consulting with me, about what happened, that everything has been my fault. They still ignore my requests for their full report and confirmation that the third party had a valid license and that the vehicles was even roadworthy, after providing photo's that it wasn't. They just ruled in the third party's favour and refuse to explain. Best of all, the third party is also a Santam Client. I have lost my trust in them.