Trying to find a loophole to not pay a claim

I was called to be informed that my claim has been processed and was given two options to take up my claim. The 1st option was that I should claim directly to the person who caused damage to my car and the accident would not be recorded by the insurance. So I did not want to engage with any third party then the 2nd option was considered which was that I will pay excess and my insurance profile will be affected. On insisting on the 2nd option I was interrogated and asked questions about my ITC records which were irrelevant to the accident. This ended the conversation badly as I was threatened about my claim not being honoured if my ITC disclosure was incorrect. Four days later my claim is still not finalised due to unnecessary delays. Please conclude this urgently and let me get on with my life. Let me put it this way - Give me my royal service or else...