Problems With Making A Claim

My son was involved in an accident with another motorist covered by Country wide ins..The accident occoured on April 2nd, and i have not been able to get through to Country wide by phone, or e-mail.The closest ive gotten was to be given a number on line. They called it a ticket and said they would contact me shortly.That was last week and i still havent heard from them. I did not have collision on my car due to its age.Its a 1999. Why wont Allstate assist me in geting a claim placed? The same thing happened to my mother a few months ago and all she did was report it to her company and it was taken care of. I never have been treated with such disregard by any company in the past. What are my legal rights and will Allstate help me get satisfaction from this horribly run insurance company.