Terrible Car insurance claim

I submitted a claim and it's still not approved. I don't understand where the problem is because whenever i follow up I'm being told that they are reviewing. Pathetic service, I just received an sms saying that i must collect my car at the garage and i owe them R5 000.00. Where will i get that money from? Kindly approve my claim and fetch my car and pay the garage.

This is undesirable act according to the Fais Act, I paid my premiums in time but when i claim it's a problem. This is poor service, such a big company treating it's customers like nonsense. Kindly fix this otherwise I'm going to report this matter to the Ombudsman