Woodford mislay insurance claim documentation

I had the misfortune of being involved in an accident at a traffic light, through no fault of my own on 13th August 2015. I was stationary, 5th from the front at a red traffic light when another driver did not stop in time and rear-ended my hire car. Within 24 hours I was back at Woodford, competed their accident forms, provided them my police statement, AR number, photos etc. They then provided me with a replacement vehicle. I had to pay an excess of R13 000,00 which would be returned to me once the insurance claim was settled witch would take between 2 weeks and 2 months according to the Woodford rep. I followed up 30/10/2015 and I got the response that they have no \Third Party Claims against my invoice". They also asked me if I submitted any documents for them to engage with the 3rd party e.g. AR number"