Very poor customer service at Budget Insurance

Claim no: ***

My father Mr ZL Jara contact no. *** lodged a claim to have his car towed for a leaking oil samp. The car was towed to the nearest approved repair center. Even before the car was assessed Budget wanted an access amount of R5000 for the oil samp, but when we inquired for a quote for a toyota etios the amount for a new oil samp cost is R2000, my question is, is budget making its customers pay for their services because this is the 1st time my father is claiming since 2015 when the car was purchased and the has always been insured with them. Or do they make money of unsuspecting clients, because they want to make money?