1st for women insurance claim

I am insured with 1st for women. In July 2021 I was involved in an accident. My car was written off due to the fact that a guy with a van made a u-turn on a busy road. To date the other guy's insurance did not pay my excess amount back to me as he was the guilty one. My insurance just say to me all the time they busy with it, busy with it, busy with it, busy with it. It is almost year. I had a lot of medical expenses, due to this accident.