Terrible Service

I had an accident last June 2018 that was not my fault and the bumper of my car had to be replaced. I paid the excess of R3750 and to date i have not received my excess refund. Apparently the other party never laid a claim on their insurance and they have sent letters of demand and etc...What upset me is that no one keeps me up to date until i call them. Then everytime i call they cannot transfer me to the legal department but will have someone call me back...then it doesnt happen. Does it take you a year to get one claim solved and closed?