Insurance company not responding.

TVTony58

Hi there.
On the 1st Nov 2019 a van ran into the back of me in a courtesy vehicle whist I was stationary. I sustained injuries which I had to have a four days off work until the pain subsided.  I contacted the drivers insurance as my own insurance or the hire company didn't want to know about my personal problems. This has never happed to me before in 40years of driving so I hadn't a clue of what to do and didn't want to go to one of the claims companies, so I left it in the hands of the -driver who hit me - insurance company. They said they would organise a doctors appointment and physio. I attended the doctors which took about five minutes but the company who were supposed to do the physio would ring asking personal and security questions that I wasn't prepared to give in a public place. I can't have my phone turned on at work by the way. I organised for them to ring during my lunch. They didn't ring back so I tried to ring them - holding on for up to 15mins - only be told no one was available or on one occasion just being cut off. I contacted the insurance company earlier this year and complained about this then got another call from the physio company again asking for personal security information and details of the accident that I couldn't give them. They said they would contact the insurance company for the information and get back to me. I haven't heard a word from them or the insurance company. I cannot speak to the insurance company over the phone because of the Covid problems but have now sent three emails to them with no reply.  It is now over eight months with - apart from the doctors appointment - not a single piece of paperwork.  The company is Marker Study. Should I worry and start my own proceedings or should I just wait?
Tony.