Failure to pay excess back as promised

I have excess waiver on my insurance and had to pay the excess to the panelbeater out of my pocket. I told my insurer that I was a single parent with no other means of income and they promised to pay me within 7 days. I made payment on the 2nd of July, on the 9th of July they told me they were busy transferring the money as we speak. I still did not receive the payment. I have been struggling for 3 days to get the proof of payment!!! How is that for service!!!