They dont want to pay my claim

I was at Caltex filling station in Chuene ****rt (Limpopo) to pour petrol in may car so the petrol attendant poured diesel so it affected my engine and I took money from children's school fees to fix the car. I was then referred to this insurance company for refund, till today I didn't get my refund and the incident happened on the 23 December 2021. I have been communicating with Michael Powell and Neandra. if there is anyone to help, please help I made Debts to pay for my children's fees for January 2022 (Claim No. CLM465241)