delayed process

I was bumped into while my vehicle was parked The person who bumped me was driving a Avis rent a car . This incident happened on 27 July 2017 its today 25/08/2017 and I am still waiting . I got a claim number apparently the claim was given to some person to file together how ever that person is never at the desk and never reply to my email . This service is pathetic . I need my car fixed . The person who drove into me left the country on 03/08/2017 and I was told I could only start a claim when he leave . really this service is shocking I would never recommend anyone to hire a Avis car