The insurance you have to chase after

I had someone crash into me. I then phoned PSG and found out I can I can claim from them or the opposite insurance. I decided to claim through PSG. After chasing them to get my claim registered and having to ask keep asking what is the next step they finally suggested a panel beater which I used. Then when my car was ready they phoned and said I was responsible for the excess. This was never mentioned anywhere in the process of me claiming as I though PSG was big enough to claim it from the opposite insurance. PSG claim they will reclaim it back for me but keep saying that I must not get my expectations up to get my excess back? What is there legal department that pathetic? I phoned and emailed their insurance department to please get someone to explain the reclaim process and to be kept in the loop. No reply. You have to chase these people for everything. Such incompetence when you pay so much.