People dont know what they doing

My car was bumped into by another car, who had a smash and grab, back in March 2015. When I am trying to follow-up with Portia, via my broker, she said the case is handed over for litigation. Then I contacted the lawyer they said the case was closed and communicated as such to Portia. I paid the excess for repair that is not through fault of my own, and no one is reimbursing my excess and everyone is passing the buck and not concerned.