RBS is USELESS

Last year a Fidelity Security driver fell asleep at the wheel on the main highway & drove straight into my husband. He has a chronic back problem which is extremely fragile & this caused additional strain & health problems for him which we have not claimed for or pressed charges for. The supervisor was called out to the accident scene, he agreed their insurance would cover the damages etc. We completed the accident report, submitted everything they needed for the claim & months later we are still waiting. My husband is a bolt driver & now cannot earn an income because of the damage to the car & Fidelity has no care in the world because they handed it over to their insurance brokers RBS Insurance. With constant follow up, the last one was that the claim should've been paid already, he would follow up. Upon the next follow up apparantly documentation was missing from Fidelity. Now theres no response. What is the next step that I can take to get the insurance to conclude?