Claiming for household is dragging and they coming with excuses that I ddnt pay my insurance

I covered my home content with Budget will and when i claim about my washing machine they advising about the additional access and my access on the website is showing R2700 and now I have to pay R4700 for access and now they telling me that my December payment was not made and did not get any notification from outstanding amount and i have bin insured with them for more than 5 years now