Lack of responsibility

My daughter was involved in a rear end collision caused by the above insurances client. He openly admitted it was his fault and the damages to my daughters car would be paid for. It is 6 months down the line and still nothing has been done. When the company is contacted there is always some other paperwork they are looking for. instead of asking for all the paperwork at once. I have asked for the managers email address but have yet to receive it.. My question to the insurance company is why are you treating this young woman as the culprit.