False information

I joined Axsure insurance last year,I was paying evrymonth without skipping.I bumped into a dog and the bumper need to be replaced which I did a quotation of R12000 .I scratched my Car on the left side and I did quotation of R22000.I cosultated my insurance and with all the claims they told me they won't pay for my car because my access fee will be 35000 which is more than my claims.I did not know anything About R35000 access fee.I would appreciate it if this comes to cancellation and they must refund me all the money I have been paying.