Santam claims

I was involved in a car accident, that wasn't even my fault. My vehicle was written off. I put in a claim to Santam for my damages as well as a third party claim for one of the other parties. The guilty party seems to be getting off, without any responsibility. I am waiting for Santam to settle my outstanding amount with the finance house, however they are not even going to settle the full outstanding amount, as they insured it for retail value, and they decided that the retail value is that of a vehicle in a far worse condition than what mine was. On top of that, they are dragging their feet with the settlement, and I cannot finance a new vehicle until the claim has been settled. They also do not respond to e-mails, or answer their phones.