Unprofessionalism

My mother submitted an accident claim which was claimed through the third party insurance of the person who hit our car. Once we repaired the car we had to pay an excess of 3500 Rand and we were advised that it will be reimbursed once its claimed from the other persons insurance. But after paying the money we haven't heard anything about it. When we call the customer care, they said its with legal department and when we call legal department they tell other persons name and its purely unprofessional. In the meanwhile you guys know when to increase the annual premium and you have increased my annual premium even though you don't know when to respond back to the clients.