Refund process- VERY DISAPPOINTED CLIENT

Following a claim done in September 2017, Outsurance had promised me in December 2017 that they will refund my excess amount and this will take 2 to 3 days to reflect. It is now 3 months later and I am still awaiting this refund. I have spoken to many different people, different departments, different titles; on numerous occasions , spending hours on phone calls with no joy. I cannot understand the issue and I am still a client of Outsurance and my debits are up to date from the same account they are battling to refund me. Whilst I am aware that every company has processes this long wait is unprofessional and I am totally disgusted that to date an email is sent to me without confirmation as to a date payment will be successful. I look forward to an immediate outcome as I am a very unhappy client.