5 years later and STILL no excess payout!!!

absolutely pathetic service!!! yes the accident happened 5 years ago - during this time I was sent from pillar to post only to be told 1. I must track the person down however not only is this person overseas but it was a rented car!!! 2. I was told that the case has been closed as its too old now?! The absolute height of frustration - I never missed a premium payment which you were happy to take and pocket but when it comes time to refund your clients its a huge inconvenience! As per correspondence in Dec 2014 this has been reported to the ombudsman as I refuse to accept your *********** services!