Extremely slow with their claims

We had an accident May 2017, The accident was definitely not our fault and we provided all the evidence (Pictures) etc. We were told that we would need to pay the excess upfront and that we would then need to claim it back. My fiance has been dealing with Christelle Du Plooy who has been anything BUT assisting. She tells us that she will get back to us and if she does it is with the same (Copy/ Paste) email that she has sent us before. We get told that they are waiting for feedback and every time a different adviser is working with this claim. Up until now we have no real feedback and NO sense of urgency. One is expected to pay their installment timeously which was done, yet no follow through from the insurance company. Really disappointing.