Excess Fees never returned - poor communication

In June 2016, A delivery truck parked *******ly on a pedestrian crossing swung his rear loading door open in to my wing mirror and door as I drove past.

My initial claim was processed without much incident but it was also my understanding that my insurance company would go through the motions of recuperating the excess charges especially as there didn't seem much to dispute with regards to who was at fault. They claim to have sent numerous letters to the other party and that the other party has said they will pay, then they needed a tracer for proof of ownership, which was also done. In January they were apparently doing follow ups so that the incident may be finalised.

The incident occured in June 2016 and on 5/7/2016 I queried the excess fees being recouped. I've been mailing them monthly ever since. My first contact was Tsela Kokestko, then Zambile Mabasa but for over 6 months I have been talking to Natasha Ontong (now on maternity leave) in the legal department who has been 'trusting her communication is in order' to which I have consistently rep****, no it isn't and what is being done to recoup my costs? To which she replies that she'll get clarity and back to me on the subject. Then another month passes by and my calendar reminds me to prompt her again.

On the last occasion though I was told be auto reply that she is on maternity leave with no other contact supp****, or her email diverting to any other staff member.

So I then phoned and got bounced from department to department to finally get the call dropped.

So now we're here. 2 stars rather than 1 because they seem able to reply to emails.