Worst service ever!!

I never anticipated the amount of time I have been waiting to have my excess refunded. It has been well over a month now since I submitted my claim for excess recovery. I submitted all the documents that were required. I have been following up with Samantha Naidoo with no positive feedback. She just told me that the other insurance company is still found validations. I have been asking for turn around times but none given. I have never experienced such slow service. The accident happened 8 November 2022 by the way. I am not sure what the hold up is and no one is communicating with me. Please treat this matter with the urgency it deserves and ensure that my excess is recovered. I have been waiting for far too long.