Alexander Forbes Insurance poor customer relationship and bad fund recovery

This is a review on their claims team, in more detail their fund recovery and customer relationship. I had been in a 3 car pile up and the first car in this accident(rear been smashed). I took the details off the driver behind me and he did say his insurance will pay me out(SMS proof), I contacted and open a 3rd party claim with his insurance and then got Alexander Forbes to carry out my repair,giving them all the details and the claim details. It has been over a year now from my accident, AF has not recovered the funds from the other insurance company, they did tell me at the start that the other drivers insurance dont want to pay out because their client was knocked from the rear pushing him into my car etc. At the moment AF are ignoring my emails. (Claims Team) I do know this is a long process but keep me updated, but what im not happy with , is that my claim increased my insurance premium(second claim for the year) and my excess is still not paid back to me,, which has also been increased,