Car Insurance is this normal!?

[Redhound]

My work colleague managed to park on the front of my car a couple of months ago. Tried to claim via her insurer but impossible to contact (no call centre, ignored emails) so contacted my insurer who said they would deal with it then claim it back from colleague's insurer. So it has all been repaired now, but I had to pay the repairer my excess (£450). However, I am still waiting for this back several weeks later- my insurer says that because I have legal cover they are claiming it back from the other insurer!? Surely whether I had legal cover should be irrelevant for this sort of incident and the excess should automatically be reimbursed as it wasn't my fault? Anyone in the know? Thanks

Normal in my experience. Your insurance company will pay you when they receive it from the other driver's insurance - do you know if they have accepted liability?

Excesses are not automatically reimbursed , it has to be asked for . It's an uninsured loss so effectively not to do with the insurers

No it's not automatic if you don't have legal insurance cover. Getting your excess back is one of the main reasons why people need the legal protection cover. Your own insurance company isn't going to claim your insured costs back from the third party - they're going to claim their costs, i.e. the repair costs, but nothing more.

Ah really useful to know thanks all! Yes she accepted liability.