Shortfall amount *******

2019/06/11 i took cover for my hyundai grand i10 with dotsure.got involved in an accident 2020/12/20.they decided to write off my car when all i wanted was for them to fix it as the engine was not even affected.asked for the report from their assessor & they refused to give it ti me.until todaay i have been fighting with dotsure as from the shortfall insurance that covers me for R50 000 they only paid R13 704.38. Mind you me shortfall amount at my finance bank is R70 000.dotsure says i had 2 excesses of which when i ask them where in my documents is that indicated they told me they dont write it on the agreements.i want them to pay the bank money outstanding or they must fix my car and give it back to me.i have never been behind with my insurance premium.