Car insurance claim

My only experience about car insurances is that they are unreliable, the reason I'm saying this is about,got involved in an accident on the 18/05/2024, the fault wasn't me the other driver, report it to my insurance company King Price. I'm quietly aware of excess payment, which I think in this case, the third party should have paid it but the panel beaters requested me to pay it within three days from the day I was informed by the panel beater. I paid it, my car was fixed and I'm happy, today is 24/08/2024 still the third party hasn't pay me for the money I paid as an excess that I paid to panel beaters. Here's my question? The panel beaters has been paid by King price all the cost of work done to my car,to me that means the third party paid the damage of my car for the fact that King price managed to pay the panel beaters, so why can't they pay me. Worse of all, I'm the one who's doing follow up to King price and they will narrate all the policies of the insurance company which some of them are not making sense to me. Remember not all of us go through the documents that we receive when applying for a car insurance, some of us manage to buy cars but unable to read and write. Even the explanation done verbally doesn't involved all what they said to me when i took the car insurance. It was like everything is easey when one is involved in an accident. Are the car insurances so unreliable