Excess still awaited, informed of no guarantees of success. Really???

We have been trying to obtain our excess paid to MiWay since our accident in April this year, with no success. The accident was not even our faulty and the only thing we keep getting told by MiWay is that there are no guarantees of success and no time frames to our claim. Please advise on when this matter will be resolved, I am tired of being told the same unsatisfactory thing over and over, when I pay my monthly insurance, guaranteed!