Bad service in my claim

I would like to express my disappointment regarding the handling of my vehicle insurance claim with Nedbank after being a loyal client for more than two decades. My claim was approved successfully after the accident, and I was informed that my excess payment would be recovered from the third party because I was not at fault. I was also advised that the legal department would intervene regarding the recovery process and repair costs. After my vehicle was repaired, I contacted the claims department for feedback regarding the refund of my excess payment. I was then referred to the legal department, where I was informed that the third party had taken Nedbank Insurance to court, alleging that he was not consulted before the vehicle repairs, quotations, and damage assessments were done. This situation has left me extremely frustrated and disappointed. I had to borrow money to pay the excess with the understanding that it would be refunded once the matter was resolved. Unfortunately, up until today, I have not received any proper feedback, update, or callback from the legal department explaining what is happening with my matter. As a long-standing client, I expected better communication, transparency, and customer service from Nedbank. I kindly request urgent feedback and clarity regarding the status of my excess refund and the legal process involved.