Excess recovery - a nightmare

Good day I got into an accident on the 24th October 2021 and submitted a claim. My car was then taken to Renew It for repairs and I finally got it back on the 3rd of December 2021. I paid the excess fee. On the 11th of January 2022, I decided to follow up on the excess fee recovery process, I spoke to Malebo from Legal and she told me that my file is still with the initiating department for admin procedure and that I will be notified when it has been handed over to legal to proceed with the claim. Today, 25.01.2022, I followed up again because there's been zero correspondence from 1st For Women and today I spoke to Jabulani who gave me the same feedback, file is still at their initiating department. He then looked through to see if maybe there was something missing but there was none, he then put me through to admin to speak to Khensani, who's said to be responsible for my file and I held the line till it hung up on its own. This level of service is annoying, disgusting and disappointing. NB: I've been unhappy with their service since I lodged a claim for this accident. POOR!!!