Bad service

Hi i have Miway insurance and i have an accident in 17 November 2018. I put on claim on my claim on the 28 of November 2018 and i called by a lady who said is my representative and her name is Sanet Jackson. On the 29 November 2018 they came to tow car in my house ever since then they kept quiet until i keep calling and calling and but there was no answer until i found the lady ( my rep) she told me that my car was a write-off the i decided to take my car back because it was just a bumper and the radiator that was need for the car to be fixed. i able to take my car back and i found someone who can fix it cause Miway couldn't assist me in this regards. then after was in the process of fixing my car Miway call and apologizing about the way of how they treat me and how things turn out they are very sorry now they want to help me and they want to pay all the money i fixed the car with and i must send them the quotation so that they can pay the money through my account. i send the quotation as requested ever since they are quiet again until i call them last week Thursday on the 04 of January 2019 to find out what is going on she said she need to go and find what is happening and now i receive a call on the 09 January 2019 their saying the cant pay back my money because it was single accident and no one was involved on the scene. and i pay an amount of R7571,06 out of my pocket to fixed the car. Now suddenly they cant pay my money back and im insured with them (Miway).