How long must i wait

On the 29th of May i was driving and i stopped on a red robots,someone bumped me from the back,I claimed lfrom my insurance and they said my car is a write off.So sent me forms to fill in so they must pay up .i filled in the forms and emailed to them.They told must wait for 2 to 5 days,i waited after 5 days i contacted them ,and they said the papers i filled in were wrong,so they sent me some other forms to fill in and sign.i did as they said ,and they said i must wait 2 to 5 days,i waited ,after 5 days they said again its wrong forms ,they sent me again i filled in and signed and send them and i have waited for more than 10 daysno feed back must have to ask them.And also the insurance for t he guy who bumped me accepted to pay 3red patty,but why must i pay access if someone bumped into me.his insurance is supposed to pay.***********