Insurance Claim (Dissapointed and not yet handled off)

I was involved in an accident on the 07 September 2020. Claim was logged with iDirect and I was given a Claim number of ***. I spoke to Porcia Farrett and told her everything that happened regarding the accident. And then she said that she will come back to me but by the time she came back to me she came with a lot of excuses like I've been previously in an accident that i did not declare and therefore there is a prej of R12866.31 that i need to pay. I explained once again to her that I never been in a car accident before i took out insurance with them i only had a loose light and then still she says that it's an accident. In June I had a claim with Andrew Styger for damage to my car also at absa i-direct and he did not had any problem i received great service for him but now that i am putting in my second claim now Porcia is having an issue all of a sudden. Since the 7th of September my car is standing at the panel beaters and i can even up to date not get my car because of the prej. amount that need to be paid i mean now really I've move my car from outsurance to absa for the reason my car is financed by Absa. But now that when it comes to fix the car they are looking for excuses not to pay. And this is not right, they need to help the customers but instead of helping they are like pushing us down even though the accident were not my fault. Now because i am unable to pay that prej amount the panel beaters even want to charge storage fees now. I even send photos to show them the loose light. It's really frustrating now to be without a car since 07 September 2020. We spend our hard earned money to ensure that in an event of an accident, the insures will deploy competent people to deal with my claim, but it seems that we as clients end up being **********.