Poor customer service

I was involved in an accident on 25th of January 2024. My car was taken to Krugersdorp panel beaters and they fixed the car. Last month I called dotsure to enquire about my access fee as they have to pay me back since I wasn't at fault. I received a call from one of their lawyers and she asked me to go and get ccv footage from the some dealership which is situated near where the accident took place. Which I refused because it just doesn't make sense, as it's their responsibility to do all that. She then asked me for an affidavit which I submitted. Now the lawyer from dotsure by the name of Rozel Bester is not responding to our emails to let me know how far is the progress or if there's any progress in this matter. Dotsure insurance don't value their clients and they don't put their clients interest at heart. I wouldn't recommend this insurance to anyone. Someone reading this please assist me on what step to take so that I can get my access fee back from dotsure.