I have a huge proble...

I have a huge problem concerning a 3rd party claim from King Prize their client reversed into my car at Spar in Ramsgate on the 31st of Jan 2025 I have battled to get a claim number and after that I have done everything that that insurance asked me now today when I emailed to find out when my car will be fixed they told me that my claim is on hokd because they can not get hold of their client they expect me to get hold of him to contact them this is not my problem I jyst want my car to be fixed what is my next step