Write off really?

I am apparently a valued client of Budget Insurance, or so all their calls claim when they phone to offer me additional or new services. I have been very happy with Budget insurance until now. I pay over R700 a month for an older vehicle. The cost of repair was R11000 after being in an accident that was not my fault. Budget want to write off the vehicle and not pay for the repairs. I would understand if the engine was damaged but the vehicle is still driveable. I am sorely disappointed with Budget Insurance. I also had to continually phone to get feedback. What is the point of having insurance? Rather take your premiums and put them into a separate account for such emergencies/ problems.