Excess still not paying out.

Bad,don't believe their advertising. Someone drove in front of my husband from a left street into my car he was driving in the Main road.Its already nearly 5 months. The accident happen 21April 2024.Their advertising claims you pay excess but will be refund if it's not your fault.This is a daylight fact that the other driver drove into my car from the left street.In this 5 months they have numerous excuses.Only now they're waiting for the report.This is my last review about them.If I have to take legal steps I will. Of course I'm gonna change my car insurance,can't stay with such an unorganized company.