3rd party claim disaster

Last year Sept I was involved in a bumper bash with one of New National insurance clients . We were advised to get quotes etc and we did that. Everything was sent in, but then New National advised that they will not repair the bumper but only patch it. After many emails we decided to fix it through our insurance. Now we have been waiting since November for our excess to paid back from them. We thought that if they laid the excess it will take less time as it is less money. There are many excuses but no action.