Bad service outsurance

Bad service...put a claim in Sept for a guy who reversed into me ...only to be told I have to pay the excess to have my car fixed and the guy will pay off each month ...no updates..no feedback ..after contacted the Legal department now to ask if the guy has stuck to his arrangement of 200 rand a month he reversed the debit...why do I have to follow up seriously..already I'm fuming for the 200 a month they accepted..as I would be done with my car by the time he finished paying my excess..and now he hasn't even started paying ..so I loose all around..no cash back because I claimed ..no car fixed because the excess has not been paid ..and the guy hasn't even paid a cent yet but yet I pay my installment every month..poor service when u have to claim ..def not recommend outsurance ...