Long wait for excess, no communication

I was involved in an accident in May this year where a drunk driver drove into me, hitting me on the drivers side of the car. As a result my car was written off. It was clear from the damages that the other driver drove into me. Outsurance was supposed to have claimed my excess back from the other party's insurance and this still has not been done. I have had ask the consultant on many occasions what the progress was and only then would I get a vague response. If this process takes months for smaller damages, I would hate to think how long it would take for bigger ones. For a company that claims to be the best, I think we are ultimately paying for incompetence. Perhaps I should switch to MiWay, since their legal team seems to be doing such a good job that the claim is not being settled.