SANTAM TRAP COVER

My sister is insured with Santam. She had an accident on the 3rd August, called Santam from the accident scene and gave full details of the accident and they asked that she sends through a police report and sends her vehicle to Autobonn panel beaters for a quotation as their preferred panel beater. The accident happened on a Saturday and on Monday she sent the car to Autobonn who noted that they would work on the car upon receiving the approval proceed. We followed up for the approval while the car stayed at Autobonn because it was not roadworthy to drive. On the friday Sarah who was assigned to the case confirmed that approval had been sent to start fixing the car. At this point Xena was communicating with Xanax her broker who advised that she should not worry with follow ups as they would do that and provide feedback. She enquired about the access fee and was told not to worry as it would be within 5000. As we kept following up now we have just been told by Santam that on the quote of around 40k Xena has to pay an access of 35k?? How is this cover for taking insurance that will make you pay 85% of the cost?? Then Autobonn says if Xena is not going to pay this access she must pay 5k to get her car back since they already bought a bumper that was ready to be fitted. Nobody from Santam will take responsibility for any of this as nobody told Xena about this access.... why pay 35k access on a Kia sedan....how is this cover and now Autobonn is holding the vehicle against her will when it was Santam who gave the instructions to have them work on a car the client had not agreee to pay access for. What insurance is this??? They have no record from Xena agreeing or signing that she was liable for this 35k....now she cannot get her car because of them.