EXTREMELY POOR SERVICE FROM SANTAM

I had an accident on which was logged with Santam on 5 January 2023. There was no damage to my car but the 3rd party's car is currently not usable. The 3rd party contacted me today to say that the claim has still not been settled. He keeps following up with Santam but either can't reach them or gets sent from pillar to post. When I contacted Satam's 3rd party claims department today. I was told by the manager that they don't contact the 3rd party once they have sent the initial requirements letter to the 3rd party and that it is then the 3rd party's responsibility to follow up and send the requirements. The manager kept telling me that according to the law they had done ehat they needed to do. When I asked if she thought that that was good service she did not reply and just kept saying that that they had done what they needed to do according to the law. I initially told the agent who is handling the claim that the 3rd party lives far from his work and is battling to get to and from work. Even knowing this, he still did not follow up. When I asked why I as the Santam client had not been advised that there was a hold up. I was again advised that they don't need to do that according to the law. I then asked the manager if she could please contact the 3rd party and tell him what is required and to let me have feedback as to what the situation is. I wait to see what happens. My question is this - what kind of service is that from Santam? Regardless of what the law says, am I as a Santam client not entitled to feedback on what us happening? Do they not believe that they are a service industry which needs to go the extra mile especially knowing the situation where someone is without transport? If you are thinking of insuring your possessions with Santam, I would caution you to make sure you are aware of this poor level of service