I need my accident money claim

I was involved in an accident 2016, the insurance take my car to the panelbeaters after 3months, they claim to be liquidated. The panelbeaters claim 169000 wich I made a loan of 100 000 and needed assistance to VW as well because they were the one recommended that insurance to me on the day I bought the car, I've been using that insurance since 2014. I made the claims, they promised to reinburse me, it's 2021 I'm still waiting, I can't get hold of them. I'm still driving the car that was refinanced by VW. I'm still paying the installment since 2014