Miway doing it their way to frustrate me

It seems MiWay literally takes its name seriously in a negative way in my case. On the 3rd of Sept my wife was drove into from behind while parked by a Miway customer, the lady was very honest about her fault and to her credit fast tracked the process to claim from her insurance Miway, we where contacted asked to submit docs (that’s another story) and in summary today it’s the 16 October 25 and have had no feedback just random dates thrown at us to follow up on. Quotes submitted expire who will cover the shortfall if any? Very upset and will raise this further on other platforms can’t be business as usual for victims.