Delaying to pay damages and excess for my car

Last year October I was involved in a car accident my vehicle was crushed by truck standfoam registration no CEY 16833.I was emailed a ref no Paladin Ref 159905: that was from the company just after the accident,however they were delays with the vehicle repairs due to parts not being available in SA the vehicle was completed this year January.I collected the car end of February with up front payment of excess fee of 29k.on the 10 March my insurance King price submitted claims to them of which I believe it via they insurance Paladin they requested for 30 days from the 10 March which went pass.on inquiry with king price regarding progress as I am expecting my excess from the third part. They respond was that they waiting for documents from their client m failing to understand as to why there is still documentation outstanding after such a long time from the accident period

It is brutally unfair they driver damaged my car due to his reckless driving, n I ended up with car that is not in it original condition n now this company is playing hide n sick behind documents and procedures to be followed I fail to understand if this is done because m black young female I refuse to be put through such financial set back This company n they insurance must pay atleast I deserve my excess back which was also a loan as I needed the car back it urgent they cannot be the reason