Delay in refund of excess

I was in two accidents last year. Paid my excess to obtain my car from the panel beaters. The first accident the other party paid my excess back. Then on the second one my insurance attended to it but up until today I have not received my excess and I have been paying interest on the money I have borrowed just to get my car back. It is nearly almost a year. I have to follow up with them constantly to get feedback and every time there is another delay or excuse. I had the similar claim in 2010 and it did not take this long for the excess to be paid back. All relevant information and documents was sent to them beginning of December 2022.