My car is insured with them they are using hollard

My car is insured with them they are using hollard. I claimed last year November they advanced me to take my car to Auto body works in port Elizabeth. I was told at Auto body they will take two weeks to repair my car and they took four weeks now they are done with the repairs the insurance company doesn't want to authorise the claim it's been two weeks now they have been keeping my car they can't release it because the insurance company has not paid. I've been phoning then every day sending Email with no luck no response from their manager Lindiwe. I've been insured with them since 2019 and it's the first time I'm claiming.