Still haven't been reimbursed for my excess

I've have written to Discovery Insure on numerous occasions expressing my dissatisfaction with the way in which they've been handing my excess recovery, especially because both parties involved in the accident were insured with them. I have repeatedly asked them to refer to the recordings regarding this as I've kept a record of the consultants I've been liaising with, but obviously, anything that implicates them as providing misguided information will be ignored. I've been paying them more than R2000 per month for insurance, you'd think that would come with the courtesy of providing me with feedback and at least acknowledging my concerns, but no. After 10 months and more than a few complaints, I'm still waiting to be reimbursed for my excess recovery or better yet to even receive an apology for the appaling treatment I've received.