Insurance company refusing to tow the car to the supplier.

I have experienced the worst service ever with the agents working at Regent by the name of Rudzani Mativha. I made a claim on the 22nd of September '17 behalf of my mom reason being there was a burglary and the car keys were ******, fortunately the car was in the looked up garage . Claim was approved and car was booked to go to Polokwane at the supplier for them to program new keys.The vehicle had only had one key. Tow truck came to tow the vehicle and my mom was told that she should get locksmith on her cost to unlock the vehicle, which she did. As they were towing the vehicle since the steering wheel was locked, they forcefully loaded the vehicle on the tow truck. When the vehicle was offloaded at the supplier, they picked it up that the was a damage at the rear wheel. The supplier worked on the car and programmed the new keys. When my mom collected the vehicle, my mom saw that there was a "slippery" warning light which was on. I immediately informed the insurance which they referred me to the company that towed the vehicle. They disputed the fact that they have damaged the car. I called the insurance company, and I was advices that there is two things which I can do, either she escalated the matter or do a new claim. Knowing that complaining process will take forever to be resolved, my mom decided to do a new claim. They claim was approved on the 21st of September '17. Claim number is BDM030804CLM. The vehicle was then taken to a vehicle repair company, Rudzani Mativha assessed the vehicle and he even noticed that the vehicle was damaged while it was being towed. Everything was replaced, when my mom went to fetch the vehicle on the 6th of January '18 she had to pay access because they were insisting that she can't see the car before she pays the access money. When she switched on the engine, the slippery light was on. She decided not to take the vehicle because of the very same warning light was on. I informed the insurance as the repair company said that they only replaced as per the assessors instruction. I informed Rudzani, who told me that according to their report. It shows that the warning light is still on because of the supplier who worked on the steering wheel when they were programming the keys tempered with "steering angle sensor". He told me to inform the supplier. I did inform them, they said the vehicle needs to come which is about 100km away so that they can check if it's their fault and if so, they will make sure they fix it.

To cut the long story short. I informed Rudzani that the vehicle needs to go to the supplier which s 100km away and he told me that it's expensive, it will cost +-R3000. So my mom will carry the cost. I still believe that it was unnecessary for my mom to be given an option to do a new claim for the damaged caused by the towing truck which was sent by Regent insurance . Which is fine now because she had already claimed.

Now my issue is that, why is Rudzani Mativha saying she has to carry the cost for the vehicle to be towed from the repair company to the supplier. The very same supplier who first worked on the vehicle when programming new keys , vehicle was referred by Regent.

It's almost 5 months when my mom is not having he vehicle. It is very frustrating her. I used to believe and think that Regent insurance is reliable.