Excess recovery process terrible

I have called the recoveries department twice already to find out what is happening with the excess recovery process and I was informed that they haven't even made contact with the person responsible for the accident as yet. I informed the agent the first I called that the lady responsible does not have insurance. I find it ridiculous that nothing is being done. This was my first claim with dial direct and I paid the excess but it seems like the recoveries department is dragging their feet in assisting me in getting my money back.