Dragging feet to process claim

Somebody bumped into my wife's unattended car on 19 Sep'25. Our broker recommended to claim directly from the driver's insurance, which is Santam. Santam are dragging their feet and want to have a detailed description from my wife of how the accident happened (when she was not even close to the car) before processing. It is now 6 weeks later without any progress on the claim. With the lead time for spare parts 3-5 months ex Japan, the car will not be repaired before Feb 2026.