Unresolved claim against Santam insurance

Claim no: ***. On the 23rd of February 2018 a client of Santam Insurance was parked infront of my car & reversed into it while it was parked. There was damage to the front of the car and the front bumper was disconnected. The client contacted Santam to file a claim & I was contacted to send all the documents they had requested. My daughter went & got a quotation for the damages & sent it through on the 27/02/2018, which she then got a response on 03/05/2018 of all the other documentation I needed to send through. She then sent all the necessary documents & received an e-mail dated 09/07/2018 stating that they had received the relevant documentation required to attend to my claim. Since then it has been a long tedious process of back & forth e-mails trying to get them to fix my vehicle without any success. They have been dragging their feet & have even stated that they would not cover certain damages as they weren't caused by the impact, of which they were & this was stated in one of the quotations that had been sent through. To date my car has not been fixed & no communication has been sent to me as to when I can expect it to be fixed. Please assist