AXSURE IS MAKING EXCUSES

I HAVE LODGED A CLAIM TOWARDS THE END OF JUNE 2019 ,IT WAS APPROVED BY AYOBA INSURANCE -WE ARE USING AXSURE FOR THE EXCESS WAIVER- NOW WHEN I SIGNED UP - I KNEW THE LIMIT FOR THE EXCESS IS R30 000 AS PER THE DOCUMENTS I RECEIVED, I NOW HAD A CLAIM AND THE EXCESS IS R21000 AND NOW AXSURE MAKES A RULE STATING THAT IT IS R30 000 MAXIMUM AND IT IS 2 CLAIMS SO MEANING R15000 EACH CLAIM - NO WHERE ON MY DOCUMENTS DID IT STATE THAT- SERIOUSLY GUYS ITS BEEN 4 MONTHS WITHOUT MY VEHICLE AND YOUR GUYS ARE JUST STRINGING THIS ALONG- IF THIS IS NOT SORTED OUT-I HAVE TO GO TO THE INSURANCE OMBUDSMAN ? IN THE FIRST ,THEY DID MENTION THAT THEY WOULD PAY THE R21000 ,NOW THEY ARE FINDING LOOPHOLES NOT TO PAY THE AMOUNT- PLEASE I NEED SOME CLARITY AND PROOF