Shocking Vehicle Insurance Claim Process

I was involved in an accident (T-boned by a young student) and made an insurance claim as per agreement with the father of the student. I also insisted that my excess be claimed from the guilty party. I did not see why I had to pay when the accident was entirely not my fault!!! Got quotes, filled out forms etc etc. It just so happened that both parties are insured with the same insurers, Bay Union - well what ensued was pass the buck, indecision, "this has never happened before", "we don't know what to do," etc etc. meetings, poor communication, and then I got sent a 3rd party letter from a Bay union Attorney as if I was not even a client??? I could not believe the shocking service and the off handed treatment of a paying customer. Then finally a decision - they will give me a cash settlement. BUT, no confirmation of this after 8 weeks of to and fro. "What happens to car hire then ?" I queried... "Oh no! we don't know what to do about that now we are settling cash! (car hire was part of my insurance policy.) I decided that after 8 weeks and 1 day Bay Union sucks! Really as a longstanding client with house and car insurance with them this is the treatment I get! IT IS OUTRAGEOUS! Settle me, TODAY, Bay Union and make sure it includes my excess.