Access recovery - no joy

I was involved in a car accident earlier this year where another car that is insured with mutual and federal knocked into me. I am so disappointed with dial direct legal team for not trying to recover my access. Every time i contact them they keep telling me that they can't get ahold of mutual and federal and that the insurance person who is handling the mutual and federal claim is not answering the phone to confirm that the accident did happen. I personally have phoned the same number on many occasions to find out if dial direct has made contact with them but they know nothing about my claim.

I have even given dial direct the other person's claim number to speed things up but still no joy. This is highly frustrating!