Doing things "YOUR" Way

I have been with miway since 2014, i got into accident ( Hit a wall of a house) that was in 18 November 2018 ( i have never claimed from them since i joined). May access is R4680 according to policy schedule and Access for third party liability is R 0. I am told i need to pay access of more than R7000 ( explanation make no sense to me, no one cared to explain WHY?) . The authorisation to fix the car was issued in December ( more than three weeks later) to this day i have not received the car. Now i have been asked to send pictures and sketches to their legal department and being asked questions as though i am hiding something.

How is it that i have been a "LOYAL" client all these years with good track record of not claiming i should be subjected to these kind of treatment. When it comes to helping clients or doing things clients's way is a problem.