Poor Customer Service

I registered a claim with Hollard for the repairs of my vehicle in March 2015. The damages where no fault of mine as my neighbour reversed into my vehicle which was stationary. Since I logged the claim I have been the person following up with Hollard - thought it should be the other way round! Nevertheless my neighbour offered to pay my excess which Hollard refused and advised me to pay the excess and they will follow their claims process to recover the funds on my behalf. I never heard from Hollard thereafter