6months claim / recovery still waiting

On Friday 25 May 2018, another vehicle drove into mine while leaving work place. We exchanged insurance details and I submitted a claim to have my vehicle repaired. Claim # ********** 72/03. This was done speedily and a courtesy car was issued. I had to contact the insurance in order to recover the excess money paid. I have done several emails between June and November and I am extremely disappointed in the manner this claim was handled. Not once has anyone contacted me, every time i contact them either the person advises they cannot access my file or it has been handed over to another division. I am JUST ANNOYED as this is not getting anywhere. I don't know what is happened and how far in the process this recovery process is. After making inquiries yesterday 12 Nov 2018, today 13 Nov 2018 i received forms to complete for recovery, and i am shocked that this is only happening now (6 months later) after I have made inquiries.

once this issue is resolved i will be looking elsewhere for Insurance, there is definitely more competition out there that can treat customers much better than this.