Santam doesn't pay their 3rd party claims

A client of Santam rolled into our car12 May 2925, to date Santam has not fixed our car. We have done what was required, filled out forms, got quotes, however everytime we follow up, we can never get hold of anyone. We are being sent from pillar to post without any resolution. Their client admitted to the fault, TMPD were called on scene, as per procedure, however this insurer has not interest to settle this 3rd party claim. I get that we are not their client, however why then offer their client 3rd party on insurances if you are not going to entertain those claims