The worst service ever received

Last year I met an accident with my car , I claimed from my insurance however they have taken up so much of my time and I still don’t have my car back yet , the person who I met the accident with who is claiming from my insurance complains about the endless hassles the insurance company’s is giving even though the accident is my fault , I don’t understand why I have insurance when I have to constantly phone them to find out about my claim progress and why the lawyers whose handling the claim is giving the third party problems for the claim to the point where I’m being asked to pay personally for the damages even though I have insurance , this is my second complaying and still no one has got back to me to resolve the matter