dissapointing

I have been in a car accident on the 18/02/2019 and after hospitalization etc. due to accident I had to get back to work and thus found it difficult finding time contacting miway and went onto the website and requested a callback - till now I have not received a call. I have taken my car in for an assessment on the 5/3/2019 at 8am and today is the 7/3/2019 at 17h00 still no feedback from my insurer. this is my first ever accident after being a driver for 15 years. the person who knocked me rear ended my vehicle and I had given miway all her insurance contact details etc etc. but I still need to cover the excess from my own pocket even though she was clearly at fault and I was told that the process could take from 3 months to 3 years even for me to get my excess recovered. I am a single mum and am finding it very difficult to keep following up with miway to provide me with feedback and to handle my claims urgently and efficiently, disappointing.