Bad services car insurance

My husband and I we involve in an car accident on the 28th of January then my husband made a claim then they send for quotation at brackenfell for quote after that they say they will come back to him, when they come back to him they just say your claim cause R41,000 then on 12th of Feb they deposit R21,000 and they said they deducted R10.000 for tracker they say it was having an arrears of 1000 rand and R10,000 for access fee how can they deduct access fee while they are not fixing the car of which that is not the agreement ,where they suppose to fix the car then I pay the access fee,so I dont understand the payout without fixing the car because the damage is more than the money that they payout i need help we are confused now. this is the first insurance to experience this type of treatment they didn't even request the accident report there is nothing we can do with this money and I don't know how to deposit it back to them. And we started to pay this insurance July 2019.