Delayed Repairs

I was involved in an accident on the 06/03/2023 the claim was approved the repairer that approved to Repair the vehicle was Renew-IT Greenstone. I took my vehicle in on the 27/03/2023. Yesterday I decided to go to see what was happening with my vehicle as the duration was taking long to my surprise the repairs have not yet started. When I requested to take my vehicle the repairer requested me that I need to 50% of the excess which to my surprise that's not my contract that I have with Dial direct. I use the vehicle for my business and personal use but it seems no one cares!!!!!!!!!!