Bad Bad Service Virseker

Hello there! On October 30th, 2023, a taxi hit me from behind. I immediately contacted my insurance company, Virseker, but all they did was send me a letter stating that I won't be claiming from my insurance. It's been a while now and I still don't have any updates from them, so I had to take matters into my own hands and reach out to the other party's insurance. I'm frustrated because I don't think it's my responsibility to follow up on this. After all, isn't that what I pay for insurance for in the first place?