Poor third party claim service

I was involved in an acciddent on the 28th of August with a miway insurance client. He then filled a third party claim and said I have to wait upon the insurance. Since from that day I have been calling and every time the person who was assigned my case is never available or is supposedly waiting for the higher ups. What makes me even more angry is that I'm the one who is always calling and never them. Is this a normal occurrence or it Happens to all third party claimers. Am I suppose to wait this long and follow them around.