Car

On the 6th of March 2020 I received an email from Ombudsman regarding my claim ,the email stated that the insurance must settle the claim and the insurance will be incontact with me within 3 days ,indeed the insurance consultant Kgomotso called me and asked questions about the car , I told him when the insurance rejected my claim I escalated the matter to Ombudsman in the process of waiting I then tried to fix my car ,but the car is not in a good condition although it’s drivable . He then asked me to send him proof of payments made to the panel beater that I took the car to and also settlement letter from absa vehicle finance ,I did as he asked . On the 9th of March 2020 he then called telling me that they can only reimburse me the amount that I used to fix the car but will not settle the car ,I did not understand why they want to remburse me the money I paid to the panel beaters and not settle the car .I Therefore asked the consultant to send me something in writing from their policy that states they will only reimburse and not settle the balance of the car in an event where the owner decide to fix the car while in the process of waiting for the Ombudsman response ,He sent me something that doesn’t not mention a case that has been escalated. I then rep**** telling him this is a different case ,because the matter was no longer with them but with Ombudsman who made the ruling,this applies to a person who is currently insured with them and something happens and they decide to pay the claim. I wanted clarity regarding the matter as I did not understand the reimbur*****t process. After the email they he kept quite ,I then called for follow up only to find out I have been blocked from communicating with them. I was told to email complaints department as they can no longer talk to me directly .how was I wrong when I wanted clarity ? I have been under a lot of stress because of this matter .Why is it so hard for the insurance to settle the car as per Ombudsman decision?