Pathetic Customer Service from Standard Bank Insurance

I put in a claim (SHS ********** 3840)on my insurance for an accident that was not my fault, on the police report it clearly states that the 3rd party driver claimed responsibility. The claim was done on the 17th of Jan 2018. Standard Bank who is my insurance company sends me an email a week later saying that its not guaranteed that I will get the access back from the 3rd party. Why the HELL should I pay for something that was not my fault, it clearly states on the accident report that it was not my fault. Since then I have heard nothing from the Legal team and my insurance, its been over a month and no communication. Standard bank insurance is hopeless. My dad has insurance with Old Mutual and they went out of their way to get back the access from the 3rd party, surely my insurance should do the same seeing that I pay a month premium. I WANT MY ACCESS TO BE CLAIMED BACK FROM THE 3RD PARTY!!!!!!!!!!!!!