Santam - Third Party Claim

Extremely unhappy with the service received. No call backs for messages left and no response to emails. I had to waste my time and airtime phoning after them to get abit of feedback. My car was in an accident on the 31st May still not much progress, parts haven't arrived at service provider. I don't know what the delay is. I had to request that a 3rd party claimed is logged, now a week later still no feedback, as they are apparently negotiating. When I request feedback I dont get the answer to my question, only get told that the service provider dealing this this matter only deals with Santam directly therefore I cannot contact them. I am the client who has every right to know what's happening every step of the way. How long do they need to negotiate a straightforward request?