Dispute over Dial Direct Insurance

On April 5th, I was involved in an accident and made a claim to my insurance provider, Dial Direct. They are now refusing to settle the remaining R100,000, citing it as extras not covered by the policy. However, when I took out the policy, I wasn't informed about these extras. I've repeatedly requested the voice recording from the initial phone call, but it hasn't been provided. I'm concerned that they're still deducting my shortfall premium despite refusing to cover the full amount.