Claim of excess fee

It has been 2 months I have my car back from repairs. I was in contact with one of your agents the 3rd of October,more than 4 weeks have passed and I'm not hearing anything. No update of what exactly is happening regarding the claim of my access fee,seems like this is being dragged out and no person feels any need to do courtesy calls and keep me updated and informed,31 days today to be exact and I've not been updated about anything. So when exactly will I be informed about how far the process is of claiming my excess fee. I'm always having to contact you to find out what exactly is happening. Is that how it's done. The client needs to send emails and phone to get an update. I'm not happy with this service im receiving. And I will continuously expose the poor service I've been receiving from you since I I put in a claim in July. I regret the day I joined this insurance,im waiting for my excess fee and I'll be done with with this insurance,you deduct your fee on time every month actually before the time but when it comes to service delivery,I'll never recommend the next person to you