Vehicle insurance (other persons fault)

Just when I think things couldn’t get much worse something comes along yet again to prove me wrong.

One of our lads at work was involved in a rear end shunt in our van on Friday . Woman gets out of car and says “ the sun was in my eyes sorry” ( sun could not have been in her eyes as facing wrong direction) . Our guy noticed mobile phone on passenger seat . She admitted her fault and wrote down her address and phone number saying she could not remember insurance details . The rear doors of our van are caved in and although the van is drivable the lad can’t open the doors to access tools etc. ( could force it but probs won’t close again so then would undriveable) . I spent most of Friday and Monday on the phone to insurance company who say we have to go through a third party claims handling company . We passed on address , phone number , photos , reg number etc. But this morning they are saying they can’t get hold of her she’s not answering her phone or texts . I’ve got 3 children in tow and to be honest I can’t be doing with this sh*t ! What do they expect me to do ? Go round her house with my grandchildren and force her to hand over documents ? The lad can’t work as his tools are in a mashed in van and we are losing work hand over fist now because of it . What is the point of having bl**dy insurance ? Sorry for the rant but I can’t take much more cr*p !