Unfair **************** of customers

I joined them insuring my brand new car in March 2022, now i need their help they tell me a story which doesnt make sense at all, how on earth will i agree on such a huge access payment of R16 i have never had such access in my entire history when coming to insurances why now? I logded a claim with them they tell me my claim is less than my access so why will i pay insurance if they cant help me i feel ****** on a day light worse they never send me policy document i only receive policy document now , the ameded one they even decided on my behalf to amend my policy im so ****ed off this is not fair at all, why they didnt send me a policy document before.....