Playing delaying tactics on the my claim

On 26/11/2015 Santam Client bumped into my car after someone behind her failed to stop and crashed into her from the back.Legally I am supposed to claim from her and she would then claim both the damage to my car and hers to the other lady who failed to stop.I supp**** all required documents from Santam third party claim document but there seems to be no progress.Each time when I phone to check the progress I would be transferred to a different person.The last person I was told is handling my claim is Bontle Ngubane and last when I spoke to her she promised to call me back in few minutes time and even now I am still waiting, when I try to call her back her line is forever busy or unanswered. I don't understand where is the problem since they would be claiming from that other lady's third party for all this damages.I believe third party insurance is supposed to make our life easier but in this case with Santam taking a comprehensive cover is like having no cover at all because now I have asked my legal team to take this matter with her beyond and surely the poor lady was not at fault but she will now be faced with a legal battle that could have been avoided. Really unprofessional:(