Worst service EVER!!! 2010 claim!!

I submitted a claim on 17 December 2010 and after various calls and complaints for an accident that I was NOT responsible for I have been told that I need to get hold of the other driver in order to obtain my excess refund!! This was all submitted when the claim was submitted. This makes NO sense whatsoever as the vehicle was a rental vehicle. I was always up to date with premium payments and honestly your customers are NOT here to do the work for you!!!