I still haven't received my excess

I was involved in an accident in 2012,after a lengthy investigation it was proved that I wasn't at fault,It's 2015 now and I haven't received my excess,I have made numerous calls and sent emails.I'm usually transferred to someone who will assist me but then have t old on the line o quite a while and eventually ave to drop the call as I ave other things to do.I hones feel that Miway is doing their best o avoid handling this matter