Third Part Claim

So in September 2017 I had an accident where I was bumped by a lady and we went to the police station to get the case number and all the necessary information was sent to my insurance and 2019 my car has still not been fixed and they have failed so many time to sort this out even after I have called and e-mailed back and forth last year. So my question is why do we have to pay so much money for our car insurances and still not get the basic assist for them when you need them? They have made excuses like you have called the wrong department and we will put you through the third party claim and next thing they will get the person responsible to get back to m which has never happened.