Poor service

Santam is worst insurance ever they wanted to write off my car with a little bit damage and I refuse and take my car to other panel beater to fix it then paid all cost but when they release my car from auto body repairs my car parts was not there but I decided to keep quiet now they are busy calling they say the want to recover their cost from the third-party, my question is that which cost are you talking about because you failed to fix my car?