3rd party claim not attended to

Disappointed by the service. This was a third party claim where the person that bumped me at the back is the one insured with Outsurance. The person logged the claim with Outsurance, completed and submitted all the necessary documents - when they realized what car it was they have to fix the excuses started; all of a sudden when I call for feedback I get told they can't get a hold of the "Insured" and they can't process the claim because "he has to approve it" - he needs to approve it because he is not claiming since there was no damage to his car but since its a third party claim (Of which this guy initially approved and logged himself), if they process this it will affect his "no claim cashback bonus".. When I call the guy that bumped me he tells me that no one has called him..