Terrible service and no follow through

i paid excess for a claim which is a third party problem and therefore require a refund. The problem is that i have inquired numerous times regarding reimbur*****t, i was asked to send through all of the findings that i have from the other insurance company responsible, which i did. upon calling most times telling me that they were not certain and that I would be given a call in this regard within the day, i have never to this day received a follow up. My premium has been increased in the interim quite substantially. I am dismayed at the lack of professionalism and am considering taking up insurance with another broker as I do not believe that Hollard keeps to its promises.