Third party claim

I had a terrible experience with my third party claim, the lady who was assisting me with my claim she claimed that I was the one who was wrong and the was no stop sign for they're client but the accident report shows that they're client didn't stop at the stop sign and now the lady who was helping me said I must bring her prove that the is a stop sign imagine after waiting for a month they say I must fix my own car. I assume that's bad for a business like that.

Where can I get assistance regarding this matter or is it a good idea to take the matter to ombudsman?