Non refund on access fee

In 2019 I was involved in an accident the person who bumped my car ran away but we followed him with police Officers. When we got to his house he agreed that he was at fault and even wrote down the statement and signed. A case was opened with saps. I then claimed from insurance to fix my car and they did but problem is recovering my access fee, they told me they investigating and will give me feedback since 2019 I am waiting for feedback when I call they take me from pillar to post. I hate DialDirect