Why must the customer follow up?

I had an accident on the 13th of July 2015. After following the necessary claim procedures with MiWay, I have yet to recover my excess. <br> <br> My complaint is not about recovering the money but I feel that the customer service is exceptionally poor. The only times I have found out what is happening with my claim is when I phone MiWay personally. I feel that it is extremely poor for the customer to have to follow up with MiWay every week to see what is happening. Furthermore, each time its the same story of \The 3rd party is not responding and we shall send the case to the lawyers". This response has been going on for approximately the last 6-8 weeks"