The worst Insurance ever

Finally after a week of trying to get through to 1st for women someone answers so this guy tells me he is Lebo, I ask him what is going on because I have been trying to get a hold of them since the whole week, he can't. Okay so i give him my policy number and all that he needs then he tells me that a Katlego will call me. 3hrs pass nobody calls. Fine I call again, i get assisted by a nice guy called Fiyaad or Fiyaz he then gives me my ref number and says within 24hrs i will be contacted okay cool. The day goes by I get a call from a guy from dial direct, he is telling me he is calling me regarding my claim okay cool, so he asks me the very same questions I got asked okay cool I answer. Then he says to me my access will be 3800 so I ask him how come will my access be so high this guy refuses to answer. I tell him that 1stly 1st for women insured for 13,000 and my premium was 509.00 per month then sometime during the year they told me they can't insure 13,000 so they will insure for 8500, they asked me do I still want to keep the policy or cancel i said to them i will keep it. I now pay 339.00 per month. With that being said how can my access possibly be 3800? and when I asked for an email to be sent to me it wasn't !!!!! What the hell man!!!