Access fee query

I claimed for a scratch with the insurer and they short paid as they deducted access fee whilst i have access buster policy with them, i enquired why was R10500 access deducted one of the consultant by the name of Sisanda Smile sent me an email stating that excess buster is only paid for valid comprehensive claim which i fail to understand the statement because the claim was paid out, the only query i had is why the access fee was deducted whilst i have access buster policy with them. I responded the consultant but he never respond me.