Bad Service

This is dissapointing , our vehicle was bumped by an ADT security car , to make it worst he was more focused on his phone rather then the road , this was almost 1 month ago , after submitting all documents to ADT we were then referred to RBS insurance brokers who is apparently the broker for ADT , after almost 2 weeks the only response we get it we are waiting for feedback , feedback from who , we have sent multiple emails asking for help as we dont see why we should be begging to have our car sorted out for something that was not our fault , please can someone at RBS contact us , the claim number is AC 32634 we are getting no help from Debbie , Sadek or penny