Poor service

Good morning. I have a debit that went off as pr message below from my bank: FNB:-) R3937.18 paid from Fusion Private a/c..499992 @ Eft. Ref.Absa-motor***. 27Jan 00:00. I don't know what this amount if for and i logged a claim as my car was involved in an accident on 12 January 23 and nothing has been done since. I am really disappointed and want to fix my car moving forward get my premiums back and get a new insurer since this has brought so much inconvenience for me. Kindly assist as I am now planning to bring this matter to the ombudsman.