1year later, still waiting for my excess....

We had an incident around March 2017, and the process took a while, but we managed. I have called to ask for the excess back as the incident was the other driver's fault and yet nothing.

I don't believe any work is being done on the case as there also has been no communication whatsoever about the progress of the their efforts to retrieve my excess from the other party.

I'm truly disappointed as I am the one who keeps calling them to ask for my excess to be retrieved.