bridge of contract

Dotsure insurance company consultants gemma masilela, Elizabeth Meyer, I had an accident on the 4th April reported it got help on the 7th when car towed to tzaneen, after that I called them enquiring about the progress, They said they r still waiting for the report from their assessor, when the report came they told me that the quotation said R47320.68 whereby I have to pay R30000 as my access, which I don't have and I don't understand because I'm paying access of R5000 for monthly instalment of R98 so I don't get it when they say I have to pay another access whereas I'm told that R98 is for access. When I insure my car I think it will help solve my problem but now this one has created a problem instead of doing what it promised. What is the use of having an insurance if what you get is bad service like this, I don't have that money as I insured my car knowing that I will get help