Long service client yet I must run around for a claim!!

I had an accident on the 23rd of January 2020 the other driver drove passed the four way crossing without stopping at the stop sign causing an accident when, I called my insurance they told me I should be the one calling the client as I don't want to claim in my profile and he is the one who was at fault....

The consultant who was taking my statements said I should call the other driver and ask for the reference number and get back to them as they wouldn't do that, the reason being we both on the same insurance and his car was already taken by the insurance, to my surprise is that this guy is giving me the run around it's been two weeks now and I cant get the reference number from him, everytime he will tell me he hasn't got it or his phone is off....

The fact is I don't want to claim from my profile as I have to claim as a third party and this should have been done by insurance...

Why am I not getting assistance when I am paying so much to be assisted....

Also why is legal not getting involved in assisting me with this matter as I pay so much already on this insurance yet I'm made to do everything myself!!!

For years I've been with this insurer yet I'm getting such appalling service!! Utter nonsense, I don't have time to be chasing after you people, I'm a businessman and don't have the time for this. Can someone in the higher authority contact me regarding this and resolve it asap please