Terrible Experience - Recovery of Excess

Had an accident on 26 May 2018 that was caused by the third party. Due to the tardiness of claiming from third party, I had to claim from my own insurance that I have with Budget Insurance. Even today I'm yet to receive excess that I paid for this claim.

I have been making follow-up calls regarding the recovery of the excess with no clear explanation what was really happening. Last week Thursday, 13 Sept 2018 a rep by the name of Jabulani returned my call and informed me that the third party has resigned from his job and they are waiting for his Unemployment Insurance Fund (UIF) in order to be able to make an arrangement thereof. Jabulani informed me that recovery of excess is not guaranteed to clients which was news to me.

My dissatisfaction is prompted by the fact that the Insurance companies have insurance cover that takes care for such cases where clients are unable to pay back. Why should I suffer in the process, can't they pay my excess fee while dealing with the third party issues?