Disappointed

I am disappointed from the service I received, I have an insurance with Dial Direct and have been paying my premiums religiously. On the 19th of May 2025 I was involved in an accident where a taxi driver did not stop at a robot and bumped into me despite my effort to swerve away. I submitted everything including the footage of the accident and my claim was paid successfully. Recovering my excess?? I have to beg Telesure to give me an update of which they never respond to emails, their telephone complaints handling line is not working, that is the reason why taxi drivers drive recklessly because they know they can get away with it. Even today I am waiting for feedback on how they are planning to recover my hard earned money.