King Price call centre not doing what they promised

It's getting ridiculous to get any information from King Price unless I run to Hellopeter. The call centre will always say they will send the info requested to you. Two-three requests later, and still nothing. Somebody drove into the back of my car. Claiming through her insurance. Just need a letter from King Price that I will not proceed with a claim with them. Have been informed twice that I will get the letter before end of business - lots of days have passed and Im still waiting and can thus not proceed with the claim