Auto & General does not Care!!!!

I have a pending claim where I disputed the excess. I lodged a dispute internally, I succussed. I have fully paid the disputed excess of R11,700 and it was reduced to R4,700. AUTO & GENERAL has been playing cat and mouse to refund what is due to me. I sent emails, I called and did everything one has and can do. But they just do not care. I roped in the panel beater company they are willing to refund me subject to a communication from A&G . You told them that my excess is R11,700 and never went back to them and said here is a revised excess. If you do that, they will pay me what I over paid - then you pay them . Why is this a mountain climb, you simply do not care because I need my money . You have been saying the matter is escalated to management for almost a month now. What is difficult here ?