Hi kira:
There's no hard and fast rules with this, unfortunately. The other party will drag it out as long as possible. Someone once deliberately rammed my car with a transit van several times, one after another, I sustained injuries, the car was almost written off, the offender was arrested and subsequently imprisoned for nearly 4 years, and yet it still took a few years for me to receive anything.
You'll have to keep on at your reps, even at the risk of being a bit of a nuisance, and it should at least speed it along.
Good luck. Hope you haven't much longer to wait.