No excess reclaim

On the 29th of April 2018 I logged a claim for a driver that went through my boundary wall. I happily paid the excess, because who wants to just leave the wall open for anyone to gain access to the property. I was told by the driver's insurance company to reclaim the excess from my insurance company as the accident was not my fault. Till today I have heard nothing from Nedbank Home Owners Insurance and when I phone to query the matter, I was promptly told by the consultant that they do not refund excess amounts paid by the client. Now this is news to me. Is this the truth or did the consultant just not want to help me?