Santam insurance

Santam insurance does not want to pay for my fathers claim because he is a third party,on the 1st of May 2019 a Santam client had an accident with my father and my fathers car was beyond repair and the lady who is a client at Santam admitted she was the wrong one because she came to my fathers lane and hit my fathers bakkie with her car,so she gave my father her insurance details and on behalf of my father I contacted Santam insurance with the claim number i was given by their client to make a claim and santam told me to e-mail them certain documents,which i did,and i also emailed them the Accident Report Form but now they are acting as if my father was the wrong one even when their client accepted that she is the wrong one,i've been calling them multiple time to find out about my fathers claim but they are going round in circle and they try to avoid me,i would be happy if HELLO PETER can help me,please