1 year gone and STILL waiting for payment

We were in an accident on the 21st of December 2018. The person was clearly in the wrong and also took 6 weeks to open up a case by the police station, which we done on the day. All the evidence shows that they were in the wrong but yet we are still waiting for our excess to be paid out to us. No one is updating us, and every time we phone or send an email(which hardly ever gets a reply) we get told that a summons was issued and they are waiting on the response. I find this to be completely absurd as ALL the evidence states they were in the wrong, the fact that it took 6 weeks for them to open up a case by the police station AND they did not register any claim in that time, yet their car was a write off.

I cannot be on the phone with outsurance the whole day as I need to work. I have asked multiple times that even just an email to update me would be nice!