Irritated

Good day.. I'm insured with iWYZE however I'm not happy with their service, was involved in a car accident on the 31 May 2021, some lady bumped onto me, i was told that her insurance has to pay my access fee since it was her fault, and I was also told that insurances take time to pay out, so if I want my car quickly, I must pay the access and as soon as the other parties insurance pay up they will give me back my money, however I feel it's been long, and everytime I call iWYZE to inquire about the progress the calls are not answered.