Angry client

My Husband was in an accident July 2019, paid the full excess amount that was requested from me upfront and was promised that the legal team will look into recovering the excess from the other party, as they fully stated on the statement that they were in the wrong. I have been making contact with MIWAY, agents promising to give me a call back or escalate the matter whenever I follow up on the status of the excess being recovered. Now my question is do drivers suffer a loss even though the other party declared they were in the wrong,and you have an insurance company that you rely on to see matters through for you. My excess was R7500, had to pay for car hire approx R1000 and some odd amount. At the time of the accident, I didnt have the funds upfront and had to apply for a personal loan to be able to pay the excess amount, this has been a financial struggle since then. If MIWAY comes back to me and says their legal team has failed and unable to recover the excess amount for me, then I will accept that I am insured with a company that does not fight for their clients. The worst thing is no communication at all from MIWAY, we must just sit ,wait and hope that 1 day somebody will actually take their time and give us the respect we deserve as clients, provide us with concrete feedback on the matter. I will have to cancel my policy with MIWAY and go find better treatment elsewhere,where one really matters.