Third Party Claim and getting pathetic service

Refering to claim ***.A client of Santam is liable for causing damages to my vehicle.It is now more than 3 months since the accident.My car has still not been fixed.The past 3 months has been a absolute nightmare for me with transport issues.I was told by Innocent Phala who is a call centre agent of Santam that they are not going to cover the damages incurred on my vehicle.I do not see why this is the case because Santams client was negligent and fully at fault for the accident.I do not know what Santams client has told them about the accident but I can only imagine she is not telling the truth.I have then be trying to get hold of Innocent Phala to get reasons from him to why they are not going to cover my damages.I have tried contacting him a few times,either I'm told he is not at work or his telephone just keeps ringing.Then I sent him an e-mail on the morning of Monday 11th May to request the reasons to why my damages is not going to be covered.I have still not received a response from him.for such a reputable company like santam this service I'm getting is actually pathetic.I need to get my car fixed as soon as possible so I hope this matter is going to be resolved asap.