More than 6 months later, still no refund for my excess!!!

I was in an accident end January and I claimed from Santam. The guy who bumped my car told me He will be liable for my access. I asked my broker Maria Mashinini and She told me I must pay it and them claim it back from Santam. I spoke to a customer service agent who told me the same and advised that it takes about 2 weeks. That 2 weeks turned into months, I have been calling them and being promised that the following week till today its still the following week. when I put this on Twitter I was then told there are no guarantees that the excess gets recovered from the 3rd party. They should have told me that in the first place and also if they failed to recover the money why not communicate that with me??? Why string me along and push me from pillar to post? I would like my money paid or proper feedback as to what is happening with the claim!!!