Zero transparency

I have had enough with Santam when I was in an accident I called them I asked if 3rd party is covered they said yes and both vehicles must be towed they talked to the towing company both cars went to the same Panel shop. 3rd party has been paid out I haven't I receive a call from the Panel shop saying they got an email from Santam stating that I must pay the 3rd parties towing fees if I knew that day one of the accident I wouldn't have allowed the 3rd parties vehicle to be towed.