bad service

In 2015 I have submitted a claim and paid excess for R6800 .I was not ware that you get a refund as soon as the person pay out the claim .In 2018 when i submitted my claim I was advised by my friend the refund process .From 2015 first for women did not contact me via email nor telephone the process of my claim .When I called to enquirer was told that I will be called back .I have been called to get feedback and my insurance has never called to update .When I called on Monday was told I will be refunded in a 2 day it the business decision , All the consulted refuse to refer the matter to managers and always they are in meetings