Shocking Recovery Process

I got into an accident 3 months ago - and I was not at fault. I communicated this message to Outsurance and I was told to log a claim, and start the process of fixing my vehicle, and that they would start the process of recovering the costs from the other parties insurer. I had to pay my excess upfront and was promised that this money would be refunded back to me by the third party. It has been 3 months and not once has Outsurance made an effort to contact me - I am constantly the one to follow up with them, and I am given the same status each time I do. The consultant who handled my case is very rude, impatient, and has no sense of dealing with a customer - she has absolutely no idea on how to deal with a client. Outsurance was very quick to take my money - and couldn't care less to assist after. I am so frustrated and truly would just like my money back.