Ponzie scheme

My mother has a insurance that covers all mechanical and minor car issues. She reported a claim in the 15th of October 2024 and was told it will take 48hr for the claim to be paid out. A agent called Blessing reached out and sent out all the required forms. They were all filled in and submitted and then the mechanical shop was contacted and they submitted all the required details. A week later the shop received a request asking them to strip the car and that they will pay them R5000 and the mechanics refused and asked if they are paying for everything or whats happening. They have since ghosted my mother however they keep on deducting yet refuse to pay and fix the car as per the policy. Beware of them.