Terrible service - First For Women

I've had a terrible experience in recovering my excess with first for women for the past 5 months. I had to draw sketches forward police accident report number & folow up on a weekly basus just to know what's happening with my excess recovery claim. Then the consultants tell me to follow every month, where I must call them. I pay insurance on a monthly basis and yet when the time comes for them to assist, there's no service. I've called ***and spoke to numerous consultants who gave me the same story for 5 months. The accident was not even my fault but I paid the excess & now I'm told that I must wait for the 3rd party to register a claim, so does that mean that I will never get my excess money if the decide to NEVER register their *** is alot of money which no one has just lying around. Do we really have to go through such pain just for our insurers to work for us