Poor service

An 18 year old backed into my SUV with a Fortuner. The parents are clients of Santam and assured me that a 3 rd party claim will be settled by Santam. The accudent took place on the 25th of August 2017, Santam was in contact with me to ask for all the paperwork. And after alot of effort on my part I sent through everything the asked for. Right after I did this I received an email informing me the claim was allocated to a techinical assistant :” Kindly note that this claim has been allocated to Mongamele. His contact number is ********** 799 email Mongamele Mzangwe (Santam) ********** This was sent to me on 25/10/2017. However, after numerous emails, phone calls and messages, I have yet to receive any feedback on when this claim will be settled? In the meantime I have spoken to my insurance company, FYI in my opinion the BEST insurer in S.A, OUTSURANCE. And they advised I should take the matter to the small claims court. Now it’s almost Christmas and let’s be honest it is not going to be pleasant for either myself or the 18 year old to appear in the small claims court for something that could have been avoided completely, had Santam done their job. Being a mom myself , I would be very displeased if my insurance company did not take care of my family and my insurance affairs like Santam is doing.