Poor service and No response from Budget Insurance

I met with an accident on the 29/10/2015. The person responsible for hitting my car from the back, sent an email to Budget Insurance stating that they are responsible and will pay for the damages, i am cc's on this email. Budget has made no effort to get back my excess amount, every day that i call, i get told a different story. Today i was told, that my case is with the un-insured department. Calls are recorded yet your advisors are making a complete mess of my case. It cant get simpler than the responsible party for the accident accepting this and willing to pay. Seems like people dont know what they are doing at Budget Insurance and love to pass the buck from consultant to consultant.