iDirect the worst sly insurance ever

Wife's car got damaged by fire caused by oil leak We were stuck for 3 hrs waiting for help to be advised the claims dept works till 12:00 on weekends and no loan car available, iDirect writes off car but refuses to settle it claiming it a machanical issue, yet the policy clearly covers fire damage. sent matter to Ombudsman they now say they'll pay R30 000 using an unauthorised panel beater to fix it. This car has never been touched by a none dealer approved machanic yet idiriect want the cheapest available. The policy states that if we use none dealer approved technicians the policy lapses yet they want to cut corners themselves. We're still waiting from idirect since 3 November 2019. When contacting the Ombuds they say their waiting for absa to respond. To date the car is not drivable and no response from idirect.