ABSOLUTELY NO FEEDBACK

Last year December I was involved in a bumper bashing, a lady drove into me. I got all her details, logged a police case and informed Auto and General. My car went in of r repair in January and I paid the access. I called A&G when I got my car back and they had said they had not received the invoice nor the 3rd party insurance details. I was very rudely told that I should know it could take up to three years to have the claim settled. THIS WAS NEVER TOLD TO ME. I was advised that the case had also not been booked out to a clerk to work on. I was advised the supervisor was in a meeting (that always amazes me) but she would be get back to me within the week, that was a month ago, WHAT IS GOING ON. I have the 3rd party's insurance details