I want my R10,200 refunds

I was involved in car accident whereby a taxi driver ran over my car that was parked outside. I then informed my insurance about the incident since my car was badly damaged. Insurance told me I had to pay what's called a basic fee of R10,200 in order for my car to be fixed and they will refund me but it had to go via the Budget Legal Department were they will arrange a refund. I have spoken to consultants by the names of Buphilo and Mpumi Kubheka from the Legal department but they were not able to assist. I have not been given a response regarding my money since 2014. I am self employed and I own a small kiosk were I sell food to school children and it is frustrating that I have to use my own resources and time to do follow up and not getting a positive response from the company. Every time I call I get given a run around and I am sent from pillar to post. If this matter is not resolved by the end of the week I will be reporting this to the ombudsman.