Claim Complain

Hi We have been try to claim for our car that has been involved in an accident for the past few months and the Affinity insurance company is refusing to pay for the claim. They are stating that we must pay an access of R10000 while we have agreed with them over the phone that the access will be R1000. They further tried to send the transcripts to us as their supporting arguments however we have requested the recordings and they have failed to give us. We cannot believe that their transcripts are a true reflection of what transpired and at the same time we are expected to pay them ever month .