Bad service and no feedback

I had accident in August, four months down the line, after numerous phone calls to the insurance checking whether they recovered my excess from the third party who bumped me, I get transferred from one line to the next, with people promising to come back to me and never coming back to me. I wrote a complaint to the insurance, i guess that's not an issue worth their time as well, yet I pay my premiums monthly. Awful service because i know they can trace trace the call as they claim to record them for quality purposes.<br> After this i am going straight to the Ombudsman and taking my business elsewhere