Failure to refund Access money paid as promised

Until today I never recieved my access money back from FFW who is my insurance company for an accident where another lady cross the main road and drove into myself and another car.I was told alot of things about that my damages was more costly then her car,but how is this my problem when she was the one causing the accident.I just want my R4 600 back that I paid for the repair cost of my car,which they originally telephonically promised to get back as well as the total cost of the damages of my car,which they got but not my access. I can't pay for somebody else's mistake.Im very unhappy and just want my money back