Third Party Claim rejected

On the 8th of June I was involved in an accident on CampGround road in Newlands. I was stationery behind the yellow line, waiting for the robots to change when a truck proceeded to come into position on the right hand side, forcing his way through. Note that the road already has diverged into 1 lane by the time the yellow line comes into position. He side swiped my car and I quickly veered left onto the payment. He then drove off and I had to take pursuit. He advised that he knew he knocked me after I stopped him and told him that he had damaged my car. We both then went to the police station and he signed the police report indicating the he had caused the accident. A third party claim was issued as the truck driver works for GL Conradie Transport who is insured with Santam. Maurisha at Santam has advised that the claim was rejected and that I should claim from my insurance. She advised that the truck driver has a different version and even though he signed the police report, it a only my version and the police report has been disregarded. How is this possible that Santam can disregard a police report. I am still waiting for her manager Deon Van Wyk to return my call.