Unprofessional and disappointing service

My elderly mom recently had a small car accident in a parking lot. She is insured with 1st for Women. The young lady who she bumped into called weeks and weeks ago to make a 3rd party claim under my mom's insurance. She was promised that someone would contact her to send photos for the claim to go ahead. No one has been in touch. She is having to contact me to find out what is going on. I have emailed Hayley and asked for a response. Nothing. This is most disappointing and very unprofessional service from a company that claims to be "1st" for women. I have spent over an hour on phone calls between both cars. Still waiting for a response to finalize the 3rd party claim!