Insurance not refunding full axcess.

My name is Thulile fortunate Vundla my car insurance is with king price.I paid axcess of 290000 to Panelbeaters end of February,I was informed that if there is third part involved axcess is to be claimed from the third part by legal department (recoveries ) .Today I received an email from king Price legal representative stating that the amount of 3500 is to be paid to my account,yet m expecting a full amount of 29000 to be paid into my account.my question is that what potion are they paying n also as my representative how can they allow the opposite insurance to exploit me to this extent that the pay this amount,and also they never discussed with me that the axcess will pay 3500 instead of 29k..

Please intervene in this matter urgently..I am willing to send proof of payment for axcess that I paid .my monthly premium was 3500 a month so does this mean that m paying for my own car damages so what does insurance do