Rear ended by client, and no feedback

I was rear ended by a customer of SBIB on Friday, and although the gentleman is being very nice and helpful, SBIB have not yet contacted me. The gentleman reported the case at SAPS on Friday, and gave me the case number, and checked that I, and my son were ok. This morning, he then provided me with the claim number, and said they Standard bank insurance brokers would contact me. I have sent a Call me back request from their website, and nothing. Why do I, as an innocent victim have to deal with this shocking service?! I need my vehicle repaired post haste!