Car insurance complaint

Good Day My name is Ntebeng Florah Mahlane my identity number is ***.I took a vehicle insurance with Discovery and I was told that I will receive the recordings at any time when I request.When the agent called me He confirmed that I am not going to pay any excess when I'm involved in an accident.The policy document was sent an I saw that my excess is R4000 I called Discovery back and I was told there's no fee to be paid.I called Discovery on the 07th to report an accident I was told about the fee and I asked them about the recordings up to date I didn't receive any feedback.I trusted discovery because its not the first time I insure my vehicle with them and I did not pay any excess.

Kindly assist me to retrieve the recording from when I took my insurance.