Claim not being paid

I had an accident on the 19/05/2015 and the other party recommended their panel beaters. 2 days later we went to the panel beaters who called standard insurance and they advised them that they will be assisting us with the fixing of our car, they said fine and will send an assessor to the Panel beaters. We were not told that standard insurance will not cover due to them not being on their list. We received numerous phone calls (all calls recorded) from standard insurance advising us of the progress of the claim.The panel beaters went ahead with the fixing of the car in good faith. It has been 2 and a half weeks and the car is done. Ridwaan Adams contacted us advising that the panel beaters are not on the list and will not pay the claim. We requested a disclaimer so that we can be paid and then in turn pay the panel beaters. He advised that it can not be done, and no explanation was provided. The matter was escalated to his superior, Kurk van Wyk and we are still waiting for an explanation as to why we were not informed when the first call was made to standard insurance. 21/05/2015 standard insurance knew that the panel beaters were not on their list, why were we not advised then?