Bad service from Moove

My partner has a car rental with this company called Moove, so what happend is he had an accident with another car so his car was damaged in front and he went to the police station for a case number and he submitted all the documents that were needed for a claim from the insurance. This happened last week on Wednesday which was the 5th of March 2022, he was supposed to be paid as he is an uber driver so he gets paid every Tuesdays but for this incident he was not paid as he was told that his money will be on hold for an access fee and mind you he is paying the insurance every week for R503. 44 but surprisingly they told him that he is suppose to pay R5000 for the damage in order for the insurance to proceed with the claim. The car was taken from him on Wednesday last week till today there's no update except that he was told that they don't have temporary cars available. May you please help me out with this because today we tried calling the insurance that works with Moove but they know nothing about this claim and they are even shocked on what was told to him.