SICK AND TIRED OF THE PROLONGED EMAILS

My car was bumped by one of our flatmates and we went to the police station for the case number and everything was sorted and I gave MIway all the information and the charge was 7500 but I was not given the amount of excess by my insurance . Thought there were going to give me my excess of 3500 and deal with the insurance of the other person themselves , why do we have these insurances when they cannot do anything for us . I don't understand at all .Do we all have to be rude and shout in order for them to process what we have paid for . They are suppose to pay me my money and deal with them their own ,I am being sent from pillar to post .Incident occurred on the 2016/07/18 until now nothing has been done ,what do I do ,have called Mr Smith who is dealing with the issue ,is claiming it may take years ,how come what are they benefiting from in their side because I have spoken to the insurance of that lady ,they are saying they have given MIway everything ,I am so sick and tired of this insurance ,I want Miway to pay excess or get excess from that insurance