Frustrated, ****med

I was not happy about how AA handled my situation. My husband was driving our car and got involved in a car accident. There was an oil spill on the road so 4 cars hit each other at the stop sign. None of the cars were scratched badly, it was only our car that was bumped badly at the back. We reported this to the insurance and we paid R6000 excess fee. According to their policy, if you are bumped at the back and you are not the cause of the accident then you get your excess fee back. The car was fixed but when I called them regarding my excess fee they told me I can't get it back because there was an oil spill. I called them so many times to explain to them that the oil spill was never my fault and I got hit from the back by another which was also never my fault and the policy states that I'm supposed to get my excess fee back. They've been promising to look into the matter. It's been over a year and nothing has been done. They've **** to me.