Santam Third Party claim

I feel there should be more improvisations by the government to protect citizens in this country against Insurance companies like Santam. I had an accident on the 13th of January due to a Santam client having slipped a red robot and driving on the oncoming direction of traffic. The police report indicate clearly which side the vehicle was on, I provided photos of the accident and all witnesses attest to the same evidence but the Edzani Mundalamos of Santam are saying the witnesses are not saying what they should say. Their client never refuted having skipped a red robot and driving on the oncoming direction, rather he wrote on the report that he was avoiding two vehicles in the road, which happen to be vehicles at the intersection he skipped. Now Edzani Mundalamo says to me I must not mention skipping the robot because the accident didn't happen at the robot, yet it happened 150metres after the skipped robot making their client's action more causal to this event. They said their client told them I was making a uturn, which is not true even the least observant person will tell you judging from the accident scene photos that there was no such. Santam is so bully that I think there should be a campaign in place to help poor citizens from these so called insurance companies, you get referred from pillar to post and nothing eventually coming up, now I need an outcome of my claim since they said it's ready nothing is coming and I can't open a civil case against their client. The whole frustration started when Edzani Mundalamo told me my claim was finalized but due to the higher figure involved it needs to be authorized by Lungiswa who is the manager, and the offer will be sent on that similar day or latest on the following Monday. Nothing came through on Monday, Tuesday and Wednesday when I called, the same Edzani Mundalamo who told me everything was finalized and the offer was coming my way changed the whole story now. Since then, I have been calling their complaints department and i think their complaints department is there for compliance purposes and nothing else. It is helpless. Now when I call, i am told Lungiswa the manager is either in a meeting or not available. The insurance ombudsman and court obviously need their rejection letter (according to their so called findings) for me to escalate the matter. I feel South Africans are not protected at all from such companies unprofessional conduct and impunity