Claiming excess

I had a smooth sailing experience, until claiming back my excess....I had a accident in June yr 2021, accident wasn't my fault and my car was written off I've called back asking if I can claim back my excess and they said yes they will reopen the case I contact again in May 2022 and I was told that they will call me back with the outcome, up to date still no feedback and still no excess.....I just need some sort of response or communication