Terrible service from IUM INSURANCE

I submitted a claim and I was contacted by the repair centre to bring my car in for repairs, after the car was repaired I was contacted by the repair centre to collect the car, I however left without the car because there is no information from the insurance regarding my excess, we tried to contact the insurance but no one was able to assist with how much my axcess is. The car is still at the repair centre with no contact or assistance from insurance after receiving the claim.