Insurance saga

I was involved in an accident in August this year where I was not at fault and my insurance promised to reimburse my access fee after everything is been done. My car got fixed, to my surprise when I call my insurance and ask how far are they with my recoveries my calls get dropped when the reception transfer me to the recovery department. I also tried to send an email to the recovery department but there's no response. They promised to give me updates but until today they never call me nor sending me an email to give me any update. Please help me out.