Poor Customer Servce. Thirdparty Claim *** Legal Department is playing hide and seek

Thirdparty claim *** is taking forever since June 2023 to date have not been resolved. Legal department is not helpful, they always say they are waiting for the assessor report while they cannot provide the contact details for the appointed assessor. The owner of the damaged asset is impatient because of the delays now l have to pay him direct from my pocket. Can you please help and resolve this problem, I had Comprehensive cover with you. Why do l have to pay from my own pokect