Closed claim with no explanation or reason

On the 14 of May 2024 I was involved in a motor vehicle accident where my vehicle collided with another, me and my dad began immediately with the claims process and our vehicle( mini bus taxi) was take to a panel beater in Kya sands for damage evaluation. Our vehicle was deemed as a write off we then asked for the vehicle to be returned to us so we could take it to our own preferd penal beater for a a second damage assessment and a quote so we can send to the insurance SA TAXI , the car was dropped of at our house. An email followed that our claim was closed when we decided to ask for the vehicle. Now we are left stranded with no way to make ends meet because this taxi was our only main source of income. And mind you we still have another claim that Taxi SA does not want to pay both taxi are just parked in our yard ,