Bad service

I got accident the 1st August 2025 3rd party acknowledged their responsibility for their cost. I paid access fee to my insurance as I claimed with them. They advised about the recovery but didn't explain that is not guaranteed as is not covered only when I was making follow up then I found out about that. Since then I had to call 3rd party insurance, called 3rd party. I'm running around like I don't have insurance. Today is the 22/10/2025 no update I have to make follow ups. I called left a message for the consultant who is busy with it to give me a call but no one comes back to me.