OUTSURANCE EXCESS REFUND FOR CAR ACCIDENT NOT PAID OUT

My wife was involved in a car accident on 5 August 2026. The other party drove into the back of her car. Very friendly on the day, the gentleman admitted at the Police station, where we reported the accident, that it was his fault. Our car was fixed at the panel beaters a month later in September. We had to pay the excess of course, and the OUTsurance legal department (Petunia) confirmed the case was ongoing with the opposite party's insurer. No time frame could be given for when the case would be resolved and the excess refunded. We made numerous phone calls to OUTsurance's legal department to find out how long will it take for the excess to be refunded? Every time we call we get the same message: "Your claim was escalated to management. Your claim was also escalated to the other insurance companies' management. We can not give you a time frame, but cases like this could take up to three years to be resolved." I am very sorry, but this is not good enough. We followed the fault procedures. The other party was responsible for the accident - the gentlemen admitted to that on the day at the Police station. Surely it can not take longer than three and a halve months to refund the excess on this type of claim! I would definitely not recommend OUTsurance if this is the service you get!!!