Santam Reluctance to pay full claim

Policy Number RE01995 - Complex Hymoss Ten at 125 Beryl Street Bruma On 10 November 2018 a thrid party damaged our complex wall. All the third party details, including the third party's insurance details and policy number were give to our Broker First Equity Insurance Brokers to lodge a claim with Santam. Santam paid the claim but deducted an excess of R1500. It is my understnading that provided that a recovery is made from the third party, or there insurer the R1500 excess deducted should be refunded to the policy holder. Despite numerous correspondence by myself to our broker, First Equity, who do not reply to the correspondence no refund has been received.