Waiting for Excess payment

I was involved in an accident july 2019. A bus drove into me at a red traffic light. It was entirely the bus drivers fault. The insurance paid the panelbeaters, but I had to pay R1500 excess. It is not fair that I had to pay the excess as it was not my fault. I phoned santam now , they claim they are waiting for documents from Integrisure. I phoned Integrisure, they say that they sent all the documents on the 3rd of july. I started making enquiries a month ago and was told exactly the same story..... what's going on ???