Lack of Communication and Feedback - frustrated client

I was in an accident on 30 January 2023. The accident was not my fault, and according to First Help, the guy who drove into me is liable for my excess payment as he has no insurance however i have been notified, I will be liable for the excess before I can collect my car?My vehicle was towed by an authorised company and has been sitting at Nu Wagon an authorised repair centre since the 30th of January 2023. I keep following up with Naked Insurance and NuWagon who have advised me they have not received authorization from my insurance. When I speak to Naked, they advise they have sent the authorization. My app shows the vehicle is in repair which is false. The vehicle has been sitting for 3 weeks. to say I am beyond frustrated is an understatement. I should have my vehicle back by now. Provided all goes well from this post, I guess its another 10 days of waiting for feedback? I went with this insurance company because they had great reviews, but I don't seem to begetting that service.