Incompetence in paying refunds

I have previously submitted a claim which was handled wonderfully last year in terms of getting my windscreen repaired. My current issue (Claim number 2022/1810) started on the 21st of June 2022, my car was parked in Galleria Mall, when I returned to the car the rear was smashed. The lady who knocked me (based on eyewitness testimony) left without leaving a note. I immediately spoke to mall security who states they have possible camera footage of the incident, and that they have the license plate of the van that knocked me. They would not let me view the footage as they said it can only be released to my insurance company or to the police. I opened a case with the police who said they cannot help me as it occurred on private property. I have since gotten my bumper repaired through new national however I haven't yet been paid back the excess of R4952. Initially when I called new national I was told that the delay was because their driver wasn't available. This excuse was used for almost a month. Now the excuse for still not having recovered the footage is due to legal issues relating to the POPIA act and that they will speak to the legal department and call me or email me back with an update. I call approximately every 2 weeks or so and hear the same statement every time. I have not once received an update via call or email. I understand that the POPIA act complicates issues however I have to question the competence of your legal team if they are after more than 2 months still unable to access the footage? Thereafter there will be further delays in tracking down the culprit and then claiming the money from her? Which I'm sure the process will go on for ages based on previous hello Peter complaints that I see. Yes, my car is repaired, but no the incident was not my fault and I'm sure if I had to take such a long time to pay my premium you'll would not accept such lame *********** issues.