Not at fault accident

[BLACK 346]

Had some misfortune last week when a young lad left his 4WD DC Hilux parked with the hand brake disengaged and out of gear, which ended up rolling about 40 metres through the carpark and ploughing into my wifes car (thank fkcu no one was in this things path). The car has now sat at a local crash repairers for nearly 10 days and still has not been quoted for repairs. What do people consider a reasonable time for these things to progress? I ring Shannons and the crash repairs for updates and neither seem to give a toss, which surprises me with Shannons as they have been great for the 12 years that I have been with them. Have also spoken to RAA (his insurer) to see if they will give us a loan car and they are also very unhelpful. The lady in RAA claims advised me that the young fella has reported the accident to them but has not fulfilled the requirement that they expect of him (not sure what this means). She also advised me that my insurer will pay for the repairs to our car and then come to RAA for the money, which they will decline to pay if this bloke does not pony up his excess. WTF, surely RAA has to pay out regardless of what his actions are???? Some photos of the damage below, noting that the car was shunted 5 feet sideways and now has hand brake and TC lights permanently lit and also minor damage to the front spoiler. Pretty pissed off that this bloke can drive his car away and we are without one of our vehicles for nearly 2 weeks already and repairs have not even been quoted yet.