Failed to recover my excess money after almost 2years and now making as if its my duty to do their job

Had a vehicle accident almost 2 years ago accident was reported at Primrose Saps submitted all the relevant paperwork and case number paid the excess R4000 vehicle was fixed,regarding getting my excess money back it was a story of them not beable to get hold of the other drivers vehicle details and personal details after numerous calls I made to find out how is the process there wasn't any feedback or communication from them if I'm not always making means to contact them there was somebody appointed to the retrieving of the excess money with the surname of Moabi that was never available everytime I call my last conversation with Miway was for me to again submit documentation which I already did in order for them to investigate and track down the other driver or owner and try to retrieve the excess money but never came to light I stil never heard anything or how far the case is I really had a bad experience with them