Outstanding car insurance claim

paisleybuddy

Looking for some advice. Motability car was hit by a drunk driver May 2015. Drunk driver prosecuted and pled guilty last September 4 months after accident. I am still waiting on RSA Insurance settling claim. If I still had motability car not so much of an issue but due to circumstances had to change car end of August this year and cost of insurance has been a nightmare. Because claim still open RSA Motability won't issue me with a letter about my driving history which most insurance companies will accept towards no claims. So my no claims has been put at 0 years.
Is it quite normal for insurance claims which I thought was quite straightforward with other driver pleading guilty to take this long to resolve or I am just unlucky with RSA Motability Insurance. Thanks