Unacceptable and bad service

I am so tired of waiting to recover the excess paid for an accident that happened almost 3 months ago. Everytime I call the recovery department, the person i speak to does not know anything or it was sent to a different department. Even though both cars involved in the accident are insured, the last time i called i was told that the claim was referred to the uninsured department. No one does or knows anything. No one calls me to report back or ask more info. If i do not call i don't know what is going on. Just absolutely ridiculous. I might as well just wait. Maybe i will hear something towards Christmas....