No Feedback on excess follow up

I was involved in an accident in February 2014. I was standing at a robot when the bakkie behind me could not stop and drove into me. I have been following up on getting the excess back but Hollard keeps on telling my broker that they have appointed a tracing agent and they were struggling to trace the owner. This after I told them more than once that it was a security company and all the details are available on their website. My wfie is with outsurance and was also involved in a accident which was not her fault. Outsurance paid back the excess within one month of the claim being finalized. I have now waited 1 year and I am looking for answers! Policy Number PRINN001/0001