Extremely disgruntled customer

I recently had someone drive into the back of my vehicle and they are claiming 3rd party. Even though I am a Santam client I have had to claim through 3rd party as well. I have received the worst service ever and how can a company treat 3rd party claims so poorly. There is no communication and follow up unless I contact them. All people should be treated with respect because surely even though they are claiming 3rd party, you might still be able to get them as a full client