Making it impossible to do my 3rd party claim

A client of Santam crashed into my car in September, and this month I have been getting things organised, and need to make a 3rd party claim with Santam. This gentleman has a broker who is doing it for him, but I am having to go directly to Santam, even though this guy rear ended me and I did nothing wrong, stopped at a red light.

After being on the phone with a few different people earlier this week, I was told that there is only ONE person who cal help me (how is this possible?) and that is the person who has been assigned to this case and will deal with 3rd party claimers. Zama Nene is his name, and despite 4 different phone calls and 4 different URGENT call me back messages, he has not called me back DAYS later. My emails have also been ignored. Everytime I phone he is "on the phone". How am I meant to put together a claim when I can't even get through to this person to be told WHAT I NEED to claim???? What am I meant to do? Surely someone else must be able to help me?

Claim number is ***