Insurance claim ripp off

So in December I was involved in a accident whereby I was hit from behind standing still waiting for the robot, so the accident was not my fault at all. Kingprice assessed the car and concluded a write off as the damage was too much, after getting emails and phone calls that the claim has been finalised I am think everything is fine and sorted, than I get a phonecall from the bank of a shortfall of R 52,511.00 that is outstanding(apparently I need to pay it) so I give them a call to ask what this is as I was insured firstly retail value and no discussion was made regarding me still owing money on the car after the claim was finalised, the broker is firstly ***********, did not claim on the correct vehicle has no proper manner of speaking to a client and I have the emails to prove this, the legal department says the claim was under market value the broker says they are confused???? so who is fooling who? the consultants advised insured retail value is R 122,400.00 Kingprice only paid R 81900 and now I do not have a car today since December and they do not want to pay the bank, they want me to pay R 52,511.00 and still not have a car??? so the story is I should have had shortfall cover, which I did not have because it was never offered to me nor explained to me by the insurance when I took this policy out and also considering it was my first car I bought so how would I ever know these thing, I have received the recording of the day I took the policy which is proof that they did not offer or explain nor mention any shortfall cover.Kingprice does not want to accept this as a fault they blame me they rude they do not help in anyway and this matter will be taken to the highest authority possible because I cannot pay over R52k for nothing I have all proof for all the above mentioned and more, looking for help to get this sorted being ********** by insurance companies is a thing of the past, they must pay for their wrongs and settle the full amount of this car.