EXCESS NOT PAID BACK

My car was hit from behind where i was parked in a parking zone. The driver of the other vehicle was from United Arab Emirates Abu Dhabi. He had a rented car from Europcar and could not speak much English. Europcar said that the driver is responsable for the first R15000.00 damage and i chould claim from him. When i tried to call he did not answer and i had to get my insurance to fix the damage so i could use my car. Auto & General is my insurance broker and they said i must pay in the excess and have the car repaired and they will claim from Europcar. i paid and after many many phone calls to my insurance i am still waiting for them to pay me my excess and that is now six months later. They cannot give me answers and are dragging their feet to pay me out on an accident i did not cause. I ALSO LOST MY NO CLAIMS BONUS!!!!! I am now thinking of going to a lawyer or auto ombudsman to take matters further.