Refund of excess

When I reported the accident (which wasn't my fault), I was told that there was an excess of R4010 payable. I was told that this excess would be paid back to me upon receipt of the first payment from the other party. There was no follow up from Outsurance, so I had to call them. I was then told that they'd made an arrangement to collect a measly R200 pm from him. When the entire excess amount had been recovered, I could then get my refund. 2 years until I get my money back!!

I will be taking this to the ombudsman. There is a recording of the claims agent telling me that I would get my money back when they started recovering the money.