Appalling Service with Reclaiming Excess

I'm utterly appalled by the service I've received with regards to Budget Insurance reclaiming my excess from the other person's insurance (Outsurance). I had my accident last year, 3rd August 2018, where the the other party was at fault as she didn't stop at a stop sign where I had right of way and rammed into my car and another party's (Mr Phiri) car. The accident report with my statement and Mr Phiri's, whose car was also rammed into show that I wasn't at fault and but the lady who didn't stop at the stop sign was at fault. Even when they called Mr Phiri as he's a witness he told them that I wasn't at fault but the lady who hit our cars was. Somehow Budget Insurance fails to reclaim my excess even with all the evidence that points that the accident wasn't my fault as I had right of way. What hurts the most is that it's close to a year and I have to initiate communication with Budget Insurance to get updates about my excess and even then I don't get feedback right way. At this point, I wouldn't recommend Budget Insurance to anyone judging from my experience with them to compare to those of my acquaintances who are with other insurers who have reclaimed their excess without any hassles.