Iwyze poor services

I had an incident on the 8th April 2022. My car was bumped in a car park while it was stationery and I was inside it. I put a claim on with this insurance called Iwyze with all the required docs. Upto date no feedback. The only feedback I currently have is they can get hold of the person who bumped me. I fail to understand why are they making their problem my problem as every month they go straight to my bank account and make a debit of their premium. Please help as this was not for the first I encountered this situation.