Insurace Nightmare

My mom bought a toyota rav4 two years ago and took MiWay Car Insurance policy. A month ago she was involved in an accident and the car got damaged at the back. When she made a claim (which is her first) she was told that she should send pictures of the damaged vehicle. After she send the pictures she was told since the damage is not more than her access she should fix the car herslf. We requested that they must do a physical assesment of the car and they refused. We went and did out own physical assesment where they gave us a quotation higher than the one MiWay gave us. Now we are stuck because we have fork out R52000 to fix the car. I do not advise any one to do business with MiWay. The service is totaly bad. Very Bad service indeed.