Auto and General bad service

On the 25th of December 2024, at midnight, I was involved in a car accident. Auto and General took my car and sent it to their preferred panel beaters. They requested a bunch of information from me which is understandable, such as my ID card, and permission letter to access the accident report at the Joza police station. Long story short, the damage to the car came back at R54000 to fix it. I agreed that we should move forward, I will pay the access of R5500. Now, when I called the repair shop, I get the shock of my life. The car has been sitting there, no work has been done, and on top of it, they will not fix the car because they need an additional R60 000. Now, Auto and General are refusing to pay. They are choosing to write off my car. Even though the car is not a write off. I do not understand, when we entered into a contract, the deal was, if I am in an accident, you will fix my car. There was never any talks about the costs of fixing the car. I have been paying my premiums religioulsy for the past 4 years, and now when it is time for them to act, I get such stories. And they never even updated me on the status of the claim, I have to keep chasing them. Heather Hawkins, the lady at Auto and General, please fix my car ma'am. I have been nothing but a loyal customer, why are you doing me like this now? and what made the costs to fix the car suddenly skyrocket to R115000. from R54000? I am not happy with this type of service. The call centre agents, keep giving me the run-around. and Ms. Heather Hawkins is not responding to my emails now, what is going on?