inappropriate deceipt

One does not understand as with outsurance ads they totally deceiving like their consultants. As one has been informed previously we would receive our excess back from the drivers that have knocked into us. Yet we provided all the info ie case numbers, witness, sketch reports and identities. Ms Lindie now states contrary to other consultants its both not guaranteed and its also a lengthy process so which 1 is it. Different to that word of mouth and the telly.