Hollards response time to pay out 3 party claims is embarrassing and unreasonable.

It is pathetic, more than 3 months ago my mom had an accident (fender bender) and the person she hit did not want to claim on their insurance, we submitted the claim to Hollard 3 months ago and the poor lady we hit has contacted Hollard so many times trying to get paid to fix her car with no success. This is pathetic we were told we were not allowed to pay her, and Hollard will pay her. But how long should she wait! this is an embracement; my mom's car has been fixed for over a month and the poor woman she hit, who had no fault has still not been compensated. The question is has Hollard acted as a reasonable man and we have now had to take this matter into our own hands and pay the lady due to Hollard been so poor to respond.