Worst service by iwyze

I lodged an accident claim with old Mutual iwyze on 01/07/2022 which took the claim almost a month to be approved. I repaired one of the vehicle at my own cost cause the insurance took long to approve my claim hoping they will refund me cause the my insurance package also covers the third party. When I contact the insurer regarding the refund they said the owner must call them not me. I am confused cause I'm the one who's covered.