Bad communication

After a drunk driver hit my car on aside in August they told him not to communicate with me this is according to him.Fast forward to November I submitted third party claim first person who handle it was not bad she could communicate but since I was told the matter was escalate to management for review I must say No communication from the new Person called Mbali I have send e mail no response or even acknowledgement when you call sorry will ask her to respond to you..bad thing I used my money to fix car now it's Christmas I can't take my kidz on holiday because I am still waiting for rebursment from this company...I must say after this I took time to look at my insurence for other things I realized TIH is underwriter for some of my insurance which I will be canceling in January..my advisor to other ppl check your insurence if your underwrite is TIH..think again