American Heartland Insurance, 5700 Old Orchard Rd, Skokie, IL 60077 Refusal of reembursement Skokie Illinois

My daughter was rear-ended by a client of American Heartland Insurance.   An accident report was filed.  She was told by American Heartland Insurance to take the car to an assessor to look at the damage.  The hours for this facility were so limited that it was nearly impossible for a working person to do this.  (Middle of the day for a brief time and only certain days.) 

The paperwork was enormous, but it was all completed and submitted.   She was told she now had to wait up to three months for the client to respond.  Never heard anything more.  After three months, we acted and called to find out the status of our claim.   We were told that they were looking into it.  Did not hear anything for two days and at that point we decided (after waiting the said three months) we would call every day.  On the second call we were told that our claim was denied because of noncooperation from the insured.   We asked for proof of noncooperation, the claim was made by American Heartland Insurance that they had proof of noncooperation, but they would not share it.  

Is that really how insurance is done?   Is that legal?    My guess is that American Heartland dropped the client when a claim was made against them and then used it as an excuse to say that they would not pay because the client was not cooperating. 

 Many reviews of this company seem to indicate that this is happening to other people.