Dragging their feet when it comes to third party claims

I am VERY unhappy with Hollard. My son was in a car accident as a third party. On the day of the accident 3/04/2023 the policy holder contacted Hollard and confessed he is in the wrong and he hit my son's car. The insurance spoke to my son and told him to allow the towing personnel to tow his car to where the main policy holders car is being towed to ensure payment. They did not contact my son again. In the meantime we tried for more than a week to obtain a claim nr or the insurance broker contact details for the main policy holder. I received the information on 12/04/2023. Still the insurance have not yet contacted my son and in the meantime the cost of storage is rising daily. I spoke to the supervisor who told me the person working with it will only start working on it on 17/04/2023, since the main claim is not yet validated. This is pathetic. Aren't the insurance suppose to send out an assessor quickly and aren't they suppose to see to the third party being sorted out. My son's car is not expensive and I think by dragging their feet they are going to write off the car to the bill of the storage yard. We are still waiting for something to happen. NEVER TRUST HOLLARD.