Pathetic insurance and

My husband was in an accident May 2014. It was not our fault but nevertheless we paid R34000 which we are desperately trying to claim back now with no positive response to date. Almost a year later and when we call we are told that the claim is sitting with the managers of budget. If the claim is sitting with the managers and they are doing nothing to speed up this process or provide us with a definate date that we will be receiving our money then it just goes to show how truly useless this insurance is. R34000 is an ridiculous amount for an excess. This is the last resort before we actually contact our lawyers we have given budget enough time to satisfy us as customers. Pathetic!!!!! We get told that someone will call us back but they never do.