Make it make sense Santam

On the 20th of February 2023, I had a motor vehicle accident. The vehicle is owned by my father and insured with Santam. The vehicle was towed by Kurt Towing to Black Diamond Panel Beaters in Durban. There was a payment dispute with the panel beater and the matter went to court. Before the matter went to court I called Santam and offered to settle the amount in dispute and was informed that since the matter was now with their lawyers I could not do that. The court ruled that the vehicle be released. Black Diamond Panelbeaters keeps moving the vehicle and the Sheriff of the court has been there twice and could not find the vehicle. Santam through their lawyers is pursuing a contempt of court application against the panel beater. Now here is my issue Santam has withdrawn the claim. They say they cannot process the claim as the vehicle was never in their possession and their assessor could not provide pictures of the damage to the vehicle. They claim they have done all in their power to help us and that we have to get the vehicle from the panel beater at our own cost, as the owners of the vehicle. When the vehicle is in our possession then they will re-instate the claim. When asked why are they expecting us to get the vehicle at our cost when we were not allowed to do that in March. The answer is that now they have exhausted all legal avenues and can't help us anymore. On the 1st of December 2023, I was able to locate the vehicle at an address where it was moved to. I took pictures of the condition of the vehicle. I sent the pictures to Santam and Santam authorized a tow truck to take the s**** to auction action. The owner of the yard still refused to release the vehicle. I was unable to get help from SAPS . Santam now has pictures of the state of the vehicle and the address where the vehicle is kept yet again they refuse to finalize the claim cause yet again they claim that we need to get the s**** released at our own cost. I asked the Santam claim agent why are they not sending the sheriff again to the new address and the response was that their priority now is the contempt of court application. How is the contempt of court conviction going to help close the matter? Surely Sanatm can do better.