"It's pretty common that the client of the insured has to come forward to say that there'd been an "incident". " That may never happen also one never admits fault as there may be other issues that were a contributing cause. The only way it will get the insurance company's attention is if that person puts in a claim or the other person contacts the insurance company (if the information is correct). The statement of the client given to the insurance company is what they work with and it may differ greatly so getting a copy is important. I pay my insurance company to represent me and use them for that purpose. I had the same issue with State Farm many years ago and actually got kicked out of their office. Wrong move on their part.