Voiding of responsibility and fiduciary duty

A Certain Miss Sue-Ellen Litlhakanyane, who is a Hollard client with underwriting executed by All about brokers (UMA) (PFS financial services) PFS00002565 bumped into the back of my vehicle on the 13.11.2015 @ 20:40pm, in johannesburg corner Rupublic and Main road. We then went to the Randburg police station where we reported the accident and was issued with the accident report number: OB:910/11/2015. I have since decided to do a Third Party claim with her insurer as she was at fault and was liable for payment. i am now in a predicament that her insurer's underwriter (PFS financial services) is refusing to honor their fiduciary duty in restoring my vehicle back to how it was before the accident. i have indicated to my insurer Outsurance that i do not intend in claiming against my policy and will do a third party claim, i received an email from Mr Craig Michel stating that i should not contact his staff and should contact outsurance in resolving my claim. i believe this company is trying to neglect their responsibility.