Excess not yet b

Hi,

I was involved in an accident in March this year where the other car jumped a red robot and bumped into the rear driver side of my car. My car was towed in and was fixed however when it the car was returned to me it was making a funny sound. The issue was sorted after having to call numerous times explaining the same situation every consultant spoken to. Now comes the issue whereby my excess needs to be paid back to me, the guy who bumped into me advised that his account is being debited by the insurance company monthly as agreed upon by them however since March my excess has not yet been paid back to me which puts me in debt with accumulating interest every month. I have not been updated with anything by Outsurance to date! This is not the first time this has happened as I was involved in another accident whereby they advised that they will follow up with the other guy who bumped into me to get my excess back however they contacted him once and when they couldn’t reach him they concluded investigations and advised that there is nothing they can do to get back the excess. This is not what was sold to me when I took on the insurance and especially because I am charged a very high monthly premium.