dropped claim?

My claim was processed fairly quickly and paid out minus the excess in mid-2014. MiWay then set about recovering the excess from the insurer of the person who caused the accident but it seemed to be taking a long time. An email from the MiWay consultant on 14 October 2014 told me that the delay was caused by MiWay not having done something and that \We will advise shortly once all is in order on our side". Four months later I just followed up to be told that the consultant no longer works for MiWay. It seems my claim fell through the cracks. So you cannot always rely on those who are supposed to be advising you of progress on your claim."""