Car insuranse

Good day. I Have a friend who was in a car accident 28 sept 2018. The company said her car is a write off. Its been almost 3 months that she has been waiting for the insurance to settle the account. we dont know what to do any more because we phone them on a daily base. the persone that is assisting, doenst have answers for us. we have threaten them to take them to a lawyer, but still no response. please help us