Miway excess recovery

Had an accident in March and the service was exceptional. My car was fixed timously and with no hassles.

The accident was not my fault and after paying an excess of R5000 I have been trying to ask miway to recover my excess.

After many frustrating phone calls I been given no clear action on what is been done other than been told a sms has been sent.

The service now in comparison to when I claimed is shocking. Please may I get clarity on how to move forward with this.