No insurance claim payback

My father made a claim a year ago after his car was hit by a taxi when he was stationery. He was told that his claim will quick if he got the details of driver or the owner of the taxi. We managed to get the details of the owner. He was also asked to pay access of 10 thousand and he will be paid back as soon as the claim is processed and he paid and got his car fixed. He kept on calling and going to the insurance company to ask about his claim and he was told he might not get his money as the taxi was not insured. He was also told by a consultant when visited the insurance company that he will take to the manager so that my dad can at least get 5 thousand rand back. They hardly communicate unless we threaten them then they say that my dad will not get his money because the taxi was not insured and the claim is with the attorneys. No communication comes through from them about this claim the only thing they demand is R1969.44 for insurance every month. A year later they have not said anything to assure me as a loyal client, what is the point of one having car insurance if one is expected to pay 10 thousand excess money auto and general in horrible. I want my money back or even half of it. My father is a pensioner who only receives government social grant ad rely on us to pay his expenses. I cannot watch and see pensioners being exploited like this. He doesn't want to talk to them all he wants is his money and he wants to change insurance but he was told he will never get his money if he changes insurance.