Dial Direct not what they advertise

After getting some positive news... Dial direct said I must pay the excess... Of 2150...whixh I did immediately. My policy ecompasses building and content. Now they want me to pay an additional 4K excess for the content. It's one claim.. I am Changiing, please dont trust Dial Direct. I used them once before and had similar issues and the ombudsman made them pay. I thought they got better.. But no, they system is still the same.