NO RESPONSE AFTER 18MONTHS

My son had an accident in Oct 2014 its now Feb 2016 and still I have not received my excess I make several calls to Hollard's employee Lebo who is always never there everyone else that assists cant give proper answers and assures they will get Lebo to contact me but to date she hasn't.The accident was entirely the other persons fault I even gave Hollard a copy of the police report which you not allowed to have the guy was arrested for drunken driving but still its so hard to get anything out from them which has now made me go to the Ombudsman due to extremely poor service.