No Feedback and Poor Service

I was in an accident last year November with a third party. With me being insure with Outsurance, I had logged a claim and was advised that Outsurance will take care of the 3rd party claim, as the third party admitted guilt of negligence and the accident being his fault. The claim was since processed and my vehicle repaired, however the recovery of the excess from the third party is yet to be settled. This was handed over to a legal firm to continue to processing and recovery of the excess. I have emailed Outsurance on numerous occasions with no response as to feedback on the claim. Today (29 Sept 2017) I have emailed Outsurance and received a repsonse stating that i should contact the legal company directly. Outsurance, I am a customer to you, it is easy for you to debit my account on a monthly basis yet you fail to complete or provide any service to your client. You are to follow-up on outstanding claims and provide me with feedback timelessly, not when it suits you after numerous no response mails! Further to this, the legal company you have submitted my claim to, the initial person handling my claim contacted me over 6 months ago to get information which was provided to you when the claim was logged, however you are unable to furnish them with any information. The person initially handling the claim has changed and i was provided with a different contact persons name. Clearly you are been given some sort of feedback from the legal company that you are able to provide me with contact details of a different person handling the claim,why is is impossible for you to provide me with any feedback? I would like this claim settled and resolved as a matter of urgency! As initially informed in March 2017 the process could take up to 4-5 months to complete, 6 months later and still no resolution? You are quick to communicate and provide information pertaining to an increase even when a follow up is done as you are gaining financially from it, yet you are unable to assist your client to recovery the claim excess months later? No feedback, no correspondence!