Fnb short term vehicle insurance

FNB Short-term vehicle insurance I'm waiting for 15 months to receive my excess of R3500 back from FNB that had to recover to accident cost form the 3rd party that caused our accident. He had insurance, I took the route of going via my insurance to get my vehicle fixed faster. No reply on queries for the last 15 months, emails being ignored by the manager of FNB vehicle claims, legal department refers me back to claims, claims refers me to legal department. Just give back my money for goodness sake. Can somebody just do what they are paid for.