Shocking service

I have always been very fond of Santam until my recent experience with them. I have been a client of them for many years. On Mothers day the 11th of May someone reversed into me. Not at all my fault. I was standing still parked in the road. I phoned Santam to report the claim after having to go through the trouble of reporting the incident at the police station. They then informed me I have a co-payment of R6000 and I should rather go the third party route through the other party's insurance policy, who is also insured through Sanlam, which I then did. Which brings me to the review today. I have since received the worst service ever from Santam. I am treated like a threat and the "bad guy" for wanting to claim through the other party's policy. Does the third party not deserve to be treated with respect as well? Until today did not receive an outcome on my claim. I tried to lay a complaint but this also fell on death ears. I am utterly disgusted. My whole family is with Santam. But I will definitely make it my mission to tell everyone of my experience with Santam. They treated me this way even though I am also a client of them!!! I am a single parent and need my car to be fixed. I asked for a rental car which is a benefit I pay for as part of my policy, but that as well was denied, now legal must decide if I can get it. I am so disappointed in Santam. I also work in a client centric environment and this is now how you deal with clients. What happened to treating customers fairly????