Disgruntled and frustrated claimnant

I have had the worst experience with Quest Claims Solutions regarding the recovery of my excess. I have to be the one to constantly phone regarding feedback and I get the same answers everytime. When I phoned at the beginning of this month I was told that feedback is not given because they wouldn't like to report the same thing again if there was no movement on the claim. I was also told what do you want me to do the excess can take as long as a year and that it is nothing they can do.