Santam disappointment

My fiance was in an accident and we were paid the amount insured of the vehicle minus the excess and that being said was satisfactory being I had to phone multiple times to find out what was going on... be that as it may I asked what would happen with the excess that was deducted now being that it wasn't our fault and we have footage that shows the other vehicle skipping a red robot. We were told your legal departmemt would handle it and it might take some time, well a month later and multiple emails and sending the footage through to Judy 3 times I have heard nothing I phoned yesterday and they gave me the number of the legal department and no one answers the phone. I finally got someone to transfer me to Judy and she asks me if I have the registration of the other vehicle. Unfortunately I don't but is that not her department? I have sent through contact details of the other vehicle and the person that knows about all this and asked for an update and still haven't heard from Santam. Or now that you've paid your insured some out and deducted the excess and taken then written off vehicle we are not your concern anymore?