Discovery insure isn't paying my excess refund

Had an accident in 2022, it was not my fault n discovery insure assured me they will process the recovery of funds and refund my excess. My claim has been sent from one advisor to the next. No one bothered to update me of the progress until i contact them n was told they successfully recovered the funds. Now no one is communicating the progress on my refund. Communication is very poor. This is very disheartening to me as their client.