Taking 5 months to finalize a 3rd party claim

On the 11th of June I had a minor incident where a bakkie scratched my car on the driver's side rear end. I immediately took the driver's details and found out that the vehicle was actually a work vehicle. I went to the police station to report the accident on the 12th of June and I contacted the vehicle owner and asked him for his details. I informed him of the details of the incident and supp**** him with my contact details as well. I contacted my insurance and they completed the necessary paperwork on their side and forwarded that to me. I forwarded that then to the owner of the bakkie which he in turn forwarded to his insurance with the claim. Since then I have had a devil of a time getting hold of the person responsible for my 3rd party claim. She was always out of the office and never responded to any of my messages. One of the panel beaters then gave me email details of a contact in Santam, but still after several emails and months later the claim is still not finalized. The last update I received via email was on 9 October and nothing since even after sending two emails asking for an update on 26 Oct. and 11 Nov. By far the worst service I have ever received in my life