No recovery of excess and no feedback given

I had an accident last year November andthe person who bumped me admitted to being wrong. My car was written off and Miway took the excess from the money that was supposed to be a pay-out for my car and they promised that they will recover the amount from the person who bumped me and pay it back to me. It's been over 10 months now and I haven't received the money and haven't been given any feedback either. I have called Miway several times since January to find out what's going on and despite my efforts I haven't had any feedback. They either make me hold the call for close to an hour or tell me the person dealing with the claim is not at work and they will leave a note for her to get back to me, but that has never happened. I had so much faith on Miway and have been so patient but I have little left now.