Complaint about iwyze insurance

Gerrys motors knocked my car in May 2023. I fixed my car through iwyze, which is my current insuer. Gerrys motors consulted with its insurance company to reimburse me on the excess of R5 790 that I paid. RM ( responsible for third party claims) instructed me to ask iw yze to forward them with the 3rd party approach in order to process the refund, which I did and m still begging for even now. It's been six months waiting now from the date of the accident. I don't know what's difficult for iwyze to do so. M a very poor and financially struggling single parent. I would like to get my money back and since Gerrys motors insurer is prepared to pay me back but iwyze doesn't want to release the 3rd party approach.