I am still waiting for the recording

Last week Thursday I received a call from consultant from 1st for women regarding feedback on my claim. She told me that they listened to the call n telling me I was advised regarding payout for a claim will be R1000 based on the premium n I was not never given options regarding payout. She said the claim is per incident n in this case I put in a claim for two tyres n meaning the only gonna pay that R500 because the other R500 they will subtract for excess. I am shocked because if it was gonna be a claim for 4 tyres they were still gonna pay for R400. My tyres brand is Good year each tyre cost around R1400. When we end the conversation I requested for a recording for the day I took the insurance till date I haven’t received that. What I received an email from them the approval of claim. The cost of damages to my tyres as per qoutation from tiger wheel is R4059.20. As per their approval they are going to pay R2029.60 n I must pay R2029,60 on the conversation with the consultant was never told that I got the shock of my life when tiger wheel called me on Friday while I was doing preparations for the funeral for my uncle. Consultant advised I should check my emails 1st for women should’ve send me that as well n while we still on the phone I checked the email n I was able to see that email. Where will I get that kind of money because the reason I took the insurance it was to avoid such stress. Tiger wheel cannot order the tyres before the full amount is paid. I have a car but for the past three weeks I am unable to make use of it especially when I have to go to work. If I am not gonna get assistance the best option will be going to the ombudsman to get this resolved.