Unfairly treated

I have an insurance policy for my car with budget insurance. My vehicle is a nissan micra a 2020 and I had a comprehensive cover and around 2023 I requested for removal of certain minor things like tires,windscreen and courtesy car only to find out that they changed the whole cover that was not clearly explained to me.recently my husband was driving the vehicle got involved in an accident he was bumped by a taxi at the back the he bumped into a taxi that was in front of him,a case was opened at police station a claim was done,then budget insurance phone me and they told me that the car will be towed and taken in for assessment.After few days when I do a follow up I was told that the cover I took doesn't include the minor accident it only covers if a car is written off,however I requested for a copy of the records and terms and conditions of my policy twice and I was told that it will be done and they will consider it as emergency,after a week still no feedback then I had to phone them back the lady I spoke to told me that there's nothing that showed that I requested for record then I asked to speak to someone else then I was transferred to someone else,that guy told me it was requested but it will take days before I receive the record,they said the repairs will cost R59.000 of which they won't be able to pay anything without access to these terms,I am unaware of my customer rights,as they are not offering anything to meet me halfway,I have being a loyal customer and never made any claims but I was unfairly treated because I see they are hiding something as it took long to help us with the claim,can you please help me,how can we resolve the matter.....