Bad sevice from Outsuarance

We are with them for 4 years. Its the first time we claim. Spike to differnt poeple there. Our claim was succesful, and they said the money was paid to the panel beaters on 22 July 2024. They say it takes 48 hours to show. The 27 we phoned several time and each time the same answer. The last time we phoned we were informed that the claim was succesful but the money is on hold. Eventualy the managet called us. He said he don't understand why the put n hold on the money. We need our car to be fixed and the panelbeaters are waiting. The manager said he will phone us on Monday. To me they mislead people with their adverts. I really think they should have jept us updated instead of hanging in thin air and do not know what is heppening.