Hollard Insurance is Unhelpful money grabbers

They are refusing to refund my excess for a car accident that I did not cause. I have been waiting for a year now for any form of feedback after numerous emails and calls. NOW they tell me since there was no witnesses the case is closed? I stated in all my mails as well as my police report that there is TWO witnesses, but they just don't want to help. Quick to take your money. Pathetic to help. Changing my insurance immediately. First claim in 5 years and this is the service I get? Pathetic!