Santam - do they care about service delivery?

I moved to Centurion in September 2015 and was shopping at the Mall@Reds. When I got back to my car, it was damaged but the responsible person left a note and reported the accident with his insurer - Santam, and I reported to my insurance company. I had to pay the excess of R1500 before my car was released. I was assured that as soon as all the paperwork has been sorted out, Santam will pay back the excess as I was not responsible for the accident. Since then I have been following up on the payback and received this reply today from my broker:<br> Good afternoon Annita,<br> The claim was sent to the allocated legal agent at Santam, they are the insurer for the third party.<br> The quantum is too low to pursue a summons for litigation . They know that and that is the reason they are taking their time as they have from three months to three years to settle the recovery. I do apologise for the wait but with their uncooperative we can only sent letters of demands and hope they will pay. <br> I did try contacting there manager and he has the same attitude of wait until we are good and ready.<br> I will let you know if anything change.<br> Kind regards<br> What happened to good service? What can I do?