Fail to fix my car

I was parked in a parking area and a tow truck went into my vehicle's fender and bend the fender and bumper. The tow truck was not insured and I had to go to my insurance which was Outsurance. They send me to a panel shop to get a quote and the panel shop said they going to give me a call when I must come in. After a month of waiting I contacted the panel shop and they said they are waiting for Outsurance. Outsurance send me an email and message they can't sort out my vehicle because the guy with the tow truck is not working. I'm not the only one. Some also told me her car is a write off and Outsurance is standing out of the way now.