Lack of interest shown by Legal Recoveries agent

In November 2014, I was involved in an accident when a man without a driver's license bumped into my car. I contacted Momentum to submit my claim and gave all the relevant documentation requested by them. I am extremely upset at the lack of care and follow through displayed by an agent named Mark Ivey. I sent an email in January to follow up on my claim and it seemed as though the only reason he responded was because I asked to deal with someone with actual interest in me recovering my excess. I followed up again in May to find out if any progress had been made on my claim to which he said that a review to see if legal action can be taken on the guilty party should he fail to respond to making payment arrangements can be done. I then called in June to find out if this review for legal action had been made. Mark informed me had taken no further steps and also that he had over 600 claims to deal with as I was not the only client whose excess has not been recovered. Seriously? I do not see how his workload is my problem. He then asked me to remind him to follow up on my claim in the coming week. I emailed him again last week Saturday. I have not received any response from him.