Insurance claim

I had a accident last year February. The third party was supposed to pay out my access which is 15000. I was told by out instance to cut all the communication with the third party and they will solve the problem. I am always the one calling to ask for an update about the case I called and I was told that it can take up to 5 years to get my money for the access . I am very disappointed in this insurance and I had to cancel my subscription with them