Bad service

I was in an accident on 27 May 2018 and to this date the company has not done any follow ups with the police or the third party so as to process or finalise my case. I have submitted two complaints already but I am not taken serious as I was also told I must get the details from the police and email it to them. Why is there a legal department if you have to do everything yourself? I am actually paying a lot for nothing