Bad customer service

I've been involved in an accident on the 1st May 2024. Which wasn't my fault. My vehicle was written off and the excess been deducted from my payout. Since July I've benn sending emails regarding my recovery of my excess. Everytime they had the same answer awaiting Salvage invoice. Then last week I emailed them again and apparently they received the salvage invoice. I emailed them again asking progress. And the response was they need pictures. I don't have the pictures on my device anymore. Ans also why must I provide all the details. I'm the insured but why must I keep on emailing to ask for progress and why must I semd of stuff. There is no response from Brolink and when they do respond it's always one or other excuse on waiting on this document or waiting on that. This has been a nightmare for me since the accident which wasn't even my fault. Yet I'm the one who has been suffering the most. I'm really not happy with the way this has been handled. It's 5 months on since the accident and yet it hasn't been resolved.