12 year hiatus on excess refund.

It has been over 12 years that I have been involved in an accident where the other party was in the wrong, excess paid, no communication regarding recovery from said third party. It is really frustrating as I keep on being told that the matter is referred to their counsel, but 12 years? no communication, no update, just perpetual silence. Unbecoming for a player in the financial services sector where trust is everything. #MyWayCanDoBetter!