Unprofessional legal procedures

I am have vehicle insurance with South African Underwriters and caused an accident that destroyed my neighbours boundary wall. SAU procedures for theird party claims does not allow members to be involved in the third party claims. My neighbour has submitted required form way back in October and todate the claim has not been processed. My neighbour keeps on making follow-up with Christiaan from SAU legal representatives and there is no response on the claim. I am currently in a situation were home owner association are imposing penalties to my neighbour for property neglect. I have written emails to SAU and they is no response.