Box Office versus Insurance

I have a PVR which I have been paying insurance on for the last most properly 5 years. I have the option of Box office Rentals but cannot rent it because of a software problem. I have heard so many different stories from so many different people at the call centre that nothing makes sense and nobody calls you back to answer a query in AFRIKAANS which is my preferred language. Now I have to pay R1500 and R3500 installation fee irrelevant of my insurance which I believed covers everything just to be able to watch box office...The DSTV agent says I need new installation dish and cables but as far as they know I don't have to pay to swop. One of many at Multichoice says I have to pay R1500 upgrade fee...so what about my insurance...this all seems like a money making scheme and bringing people under false understanding. I don't know what to do anymore...please can somebody be of intelligent and helpful assistance...I refuse to pay if I have insurance and why do I need new cables and a dish and LNB if everything is new...3 months ago I had a new installation made and my family in Cape Town just swopped no costs, nothing whatsoever...HELP!!!???