Santam 3rd party claim department pathetic

On 26/09/2017 My vehicle was involved in a collision where a Santam policy holder drove into my wife while stationery at a stop street. Not wanting to incur premium increases or excesses as the accident was not her fault we decided to claim via 3rd party. My broker contacted Santam who were supposed to send relevant documents to be completed, after not receiving them he followed up only to find out that the lady responsible had gone on maternity and just not bothered to send the relevant docs. He then got passed onto another consultant, Andre who forwarded the documents, all were completed by close of that working day and returned to Santam. No reponse was received. We then were to find out that Andre had gone on sick leave, and nobody had tended to his portfolio... We were then passed onto a third consultant Levina with whom we completed the documentation with, and low and behold now are receiving no feedback from neither her nor Andre as to the process of the claim. It has been explicitly explained to Santam that the vehicle is being used for business and I am experiencing loss of income with it being off the road... For now 2 weeks... I need to get some feedback from Santam with regard to this matter, and to get my car repaired as soon as possible. I am very unimpressed with the service and performance and overall lack of communication from what is supposed to be one of South Africa's premium insurance companies