Never expect your excess back from Outsurance!!!!

I had an accident in 14 June 2019 for which I had to pay an excess on the claim. OUTSURANCE was able to obtain payment from the other party roughly 1 year later. They then proceeded to contact me in order to reimburse my excess. I had in the meantime changed banks and had to update my banking details with Outsurance, this happened on 28th July 2020. Since then I have had to update my banking details again (couple of days later) afterwhich Outsurance proceeded to pay the funds into my old account!! Since then it has been an absolute nightmare. I have had 10+ calls with them to try and get my money but to no avail. Apparently the refund is now sitting with Finance but no one from the call centre, claims department or legal department can speak to them. Every phone call they "will escalate this because it has really now been a long time" but nothing changes and no one seems to be able to help me. What does it take to get my money from you? It has been more than 6months!!!!!! NO one should ever insure with these people!! Will Outsurance reimburse me for the interest I lost due to the money lying in THEIR ACCOUNT? And what about the hours I have spent on calls with them, will they refund me at my hourly rate?