No feedback for more than a year!

When we claimed for a motor vehicle accident we ask the Insurance to investigate the refund of the excess as the accident was the fault of the other driver. Despite many calls and emails to follow up on what is happening we have not received any feedback for more than a year (the claim was lodged beginning of August last year). Every time I phone someone undertakes to come back to me, but it never happens. I understand refunds of excesses take time, but surely someone should be able to give us a progress report in the meantime.