Bad bad service

My wife was hit by a delivery motorcycle and the driver ran away and my wife reported the matter to the insurance company and was offered a company that can help give a quote to have the damages fixed. Indeed the company did the assessment but the insurer say she has to submit two claims and pay access for those claims. The motorcycle hit the back light and the drivers side but they insurer will only pay for 1 incident but it happened same day. The car is currently not fixed and they sent an email to complete the claim sa if it was fixed now we have to rate the service like it's fixed. The lady from claims department has not been able to help we have emails where she agreed for us to look for other insurance since they can't help. It's like she doesn't care. We really need help as we pay the insurance and not even once we missed payment