Excess claim not paid after a year!

on 2018/02/01 my vehicle was stationed at a stop street, when an individual who was under the influence and was non-licensed smashed into me. Budget insurance being my insurer has given me the run around ever since! the service I received was extremely pathetic to date. I had been paying all my premiums at the time of the accident and was asked to pay the excess fee which would be refunded to me. R11,900.00 and 11months later no contact from budget and no payments made or recovery of my excess!! Never insure with them, their service is beyond horrifying!