Shocking 3rd Party Claim Service

I logged a 3rd party claim with Outsurance on 14/05/2019 where I got a new reference number and they said that it would take 4-6 weeks to "process". I was not at fault and the police case clearly shows admission of guilt from their client. 6 weeks passed and not a single word from them. I made an inquiry, via phone call, to find out the status of my claim... Only for them to give me a story that the person who was assigned to my case had left the company (How convenient for them). A new person was assigned to my case, but now every time I call to find out what's happening the person is either not available or I'm given another story. If their client is the one at fault why am I the one who has to chase them down. I'm a very busy man! Stop dodging the claim, your client was at fault. I personally work in customer service and am disgusted at the level of service from Outsurance. How can you make a victim chase an offenders' representation???