Getting access from 3rd party

I've had my car bumped last year before good Friday. The claims and all went well. The driver that bumped me with a less than 3months drivers licence gave me all her details for claiming against her insurance and all was submitted to Aforbes. I haven't had my excess back to date. And as for the attitude from the legal lady in PTA I am speechless. You should have told me to get my lawyers to handle the 3rd party claim because it seem you don't do that. Please get that sorted. I am tempted to cancel my policy for this none delivery.