really bad service

I was in an accident and as I am insured I dit not worry as much, I reported the accident and contacted the insurance company. They say they did everything they could and they could not convince the lady that drove into my bumper to pat the excess needed to fix my car. They said that she is ignoring the calls and that they cannot do anything which i feel is not true. Months went by and we got the money together to pay it ourselves, I went to the bodyshop to book in my car just to find out they had no record of my case anywhere.. they still took in my car and hopefully they got what they needed from outsurance.