Less refund of my deposit without proof of the insurance claim

Can someone balance me here? 😭💔😥🤦🏿♀️. I hired a car from Europcar in Queenstown and took insurance for windscreen and tyres. I don’t get refunded my deposit until I’m informed that there was an insurance claim for the windscreen. I later receive an email from Nomsa Nxumalo (Customer Service Consultant-Tempest) acknowledging my complaint from social media forwarding proof of payment of my deposit of R2100. 00. I write back to the said Ms Nxumalo on 02 December 2021 enquirering about what it means to pay for an insurance and still not be paid for my deposit. She chose to ignore my email and this is the reason I am truly wanting answers for my deposit including paperwork of the said damage. Europcar 😉😭🤦🏿♀️………….stop bullying and abusing your financial muscle on your customers please 🙏🏿🙏🏿