No accountability

In August of last year 2024 one of their drivers rear ended my car while I was standing at a red traffic light in the City Centre waiting for it to change to green, another vehicle was involved but the guy was paid in cash the next day. I sent in all my documents that was required from the insurance but had no feedback to date. I went to the owner as no email correspondence gets answered from any of the 3parties,the owner, broker or the insurance. When i went there the last time the lady***ner) i must say she is a nice person advised me it's ******* to speak to her.... So my question is who do i speak to?