Car Accident

I've been in an Accident on the 9th of July 2017 where the driver has accepted responsibility for the accident, Ive done all the paper work got a case number and done everything they needed of me in order to claim. Its been 3 months and up until now i I haven't received any correspondence from Golden Arrow or or their so called "claims department" , the only communication was me contacting them and then having to deal with an extremely rude and miserable staff member. They are still just sending round in circles when i make contact with them and eventually saying the person i need to deal with is not available. i understand things like this take time but my concern is 3 months later i haven't received a single email or phone call.