Cross country insurance

I regret the day I joined that car insurance 😫 I joined them via compher brokers. I was involved in a car accident last year November 2022 till now my car is not fixed..they could not find the escape because all the report was conducted correctly so they tried to find another way of not fixing my car by saying I didn't not download their app and my license is a C1 so if I want them to repair my car I must pay the penalty of R11 000 😭😭😭 I take the to ombudsman. I didn't not received any email saying if you area C1 driver you must pay an extra access .Guys be careful of those small insurances I am sitting with the damage car as we speak