Outsurance excess fee

I had a claim with Outsurance in 2023 after my car accident and they assisted me according to our contract and I was very happy with it. However during the insurer paying out for the retail value, they took R5000 which it was said that it's for excess fee and that amount they will have to collect it for me from the person who collided with and it's a process which takes long. It's more than two years since I have been waiting for them to get back to me regarding my refund and it's quite frustrating that every after three months I have to call and check if there's any progress on my claim. I understand that there is procedure and all that but is there no any other way that I can be reimbursed that access fee or how long should I wait again for this whole thing to be over?