Third party Claim

On 13/08/2015 I was knocked by a Santam client, the car in front of him hit a dead stop and he swerved into me hitting my right side of my car. His broker only reported the accident on 21/08/2015 I was then told to send all relevant documents which I did on 31/08/2015 I was then sold to wait 20 working days which was up on 30/09/2015 I have sent emails since then, I get mail receipts that the emails have been opened but no response. No one is responding. Is this Santam's way of running away from this claim ?