Bad service when it comes to claiming back my excess.

My wife was involved in an accident where the other driver was under the influence of alcohol and arrested on the scene. The claim was settled but Outsurance's legal department seems useless in recovering our excess from the other party and now makes it our problem while that person is employed and I have provided all details to Outsurance. The claim is nearing prescription and they are not doing anything. I already posted a complaint on their website and was promised that someone will call me. A week later there is no response from them.