Miway proven to be unhelpful.

I have been waiting a year for Myway to claim my excess back from Westrand Reaction unit, who drove into my wall and car. I find out that they never even pursued the money and closed the case. Westrand reaction unit is ready and waiting to hear from them. It is year since the incident and in my most recent conversation i was told to not put a timeline on it. Must i wait another year?