Slow payment to Panelbeaters

My girlfriend had a car accident on the 25th Jan 2019 in the Vaal area. Towing and Claim process went smoothly and was assigned a courtesy car which has since been returned to the Car Rental company after 30 days have lapsed. When we contact DME Auto Body in Three Rivers, Vereeniging, we are informed the car has been repaired but cant be released since the insurance hasn't paid.

She is now stranded without a car. She has since called the insurance and emailed a person named Martin.

Can we please get some assistance with this case and understanding how the processes work at MotorSure