Claims process that sucks chunks

So someone bumps into my car while my wife is parked and they do the right thing and exchanges her insurance information. What should have been an easy peesy process is now slowing showing how nieve I have been. The other lady's insurance company requested a letter that stated that I didn't intend to claim from my insurance for the damages to my car. Oakhurst first insists that I open a claim with them ie; send the car to an assessor ect ect even after I insited that I did not want to open a claim with them. Lelethu says that they will not be writing the letter unless I follow the claims process, I do follow it and after telling her the Accident Report no. I expect that a quick call from them will get the accedent report sent to them by the police station like i had seen so many times before with other insurance companies. Lelethu tells me that at Oakhurst I have to get the document myself and send it to them, few days go by and I call Lelethu and explain again that I did not intend to claim with the to no avail. Long story short I had to go get the police report myself and fax it and 4 days later no word from Oakhurst on the letter that I require from them to go claim elsewhere.