Chris I had same problem. It was Geico and I had to sue the people, which sucked because they were nice. It was around six grand and Geico strung me along for months and finally said "we are not going to honor this claim, good bye". I brought all my medical records with detailed pics of damages down to the penny and Geico sent some hourly employee with two blurry images on basic printer paper....NOTHING else.
Before the poor people showed up(who had to drive two hours to basically DEFEND Geico) a Geico rep introduced herself to me. Her attitude was pathetic. It was obvious Geico could care less and she said "if they(the nice people) don't show up, just give me an address to send the check". I couldn't believe it.
When the judge heard the case she had a look on her face that said "why are we here?" and awarded me all my damages.
Insurance companies could care less. They are just bean counters and people mean nothing to them unless they can get them in a commercial.