car insurance not paying my access money

I was involved on the Car accident on Nov 2015 and the person who bumped my car promised to pay my insurance back. she promised that her insurance will pay back my insuranca back. i paid money for my car acess, now i want my access back. if im phoning hollard and standardbank they telling me that they are waiting for an invoice eversince Jan 2016 till now. i guess they dont wanna pay my money back