What to do if the at-fault driver's insurance company is withholding payout for repairs until they hear from their insured?

Question Details: My son was in a car accident. The police report and ticket found other driver at fault for pulling out in front of my son. The other driver's insurance company has failed to fix my car because their insured has refused to return their calls. Can they legally withhold from fixing my car due to their insured not returning their call to give her side of the story even though she was ticketed and the police report states she is at fault?

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