Disappointed customer

My girlfriends was involved in an accident around August 2019. The vehicle and insurance is on my name hence I followed up with the query of recuperating the excess from guilty party. The guilty party vehicle rolled back on a hill and damaged the vehicle. The guilty party did not have his drivers licence and his vehicle was not licence as well. The vehicle was drivable but I was thankful that miway sorted the claim out quick within a month. The problem lies thereafter, the guy handling the claim, Mthokozisi Mathenjwa does need give me any feedback regarding the matter. If I do not contact him then I do not get any feedback whatsoever. The last was November 2019 when he informed me that the guilty party was ignoring his calls or he was answering but not responding. I have managed to get the guilty parties address and gave it to him and till this very day no information regarding the claim. Insurance companies have legal departments for these sort of situations hence my problem is not being sorted out.