Not Fixing car because we are on ITC!!!!!! After taking our premium every month

Why did King Price not do a ITC check if they claim that this is there policy. If you are on ITC and something happen to your car they will not fix it because of thast. What the HELL does my bad debt got to do with my insurance, the money goes of by debit order. Can someone please sort this out or please explain to us. They do not giv the car back al****h they said we must come and take the car. They never called once since our car are there tommorow its 3 weeks. My husband had to call everytime and ask what is happening with the car, not once did they phone. Please help us to get our car fixed. Its only R18000 damadge.