Bad service

I had an accident last year where I was not at fault, the claim process was properly followed and I had an accident report when reporting the matter which clearly stated that I was not wrong. The insurance company's legal department told me to go ahead and pay for the excess from my own pocket and they would recover my excess from the other party who caused the accident, which I did. Thereafter whenever I called them they would just keep me on the line claiming to put me through to a person who would help me but to this day nothing has been done by the insurance. I even changed the insurance company due to the poor service which I received from them.