Third party claim

I was involved in an accident with a golden arrow bus in July till to date they haven't paid my third party claim...i have went to their office contacted them they keep on making excuses that delay the claim.. I have requested for a footage if they think im just making up the story they said they dont have have, every time i go to their offices i have to demonstrate what happened which is tiring , i have given all what they required the dent on my car has a green color but they keep on saying they only see black ... I have spoken to ****em promising to get back to me which he never did... Im taking this up with ombudsman now