No outcome to 3rd Party Claim with Outsurance

Good day, on the 22nd May 2023, Outsurance client that was felling trees behind our property, one of the trees fell and caused damage to our property, your client informed us that they have 3rd party insurance with Outsurance and lodged a claim, a number of assessors came out to assess the damage and we were given a claim number, however 5 months down the line this matter has not been resolved, Outsurance client tells us that they are sorting it out, we called Outsurance only to be told we cannot be assisted as we are the 3rd party. Claim number ***. Outsurance client is very unhelpful, keeps telling us she has paid the excess which she has not. This is leaving us with a really bad outlook on Outsurance.