Refuses to pay a claim

GENERAL RISK SA, is a terrible company, when it's time for them to assist you in claiming they come up with terms that are not stated on the policy, the polcy indicated that overheating is included. This lady called Lara Visser took 4 hours to send an email after calling her more than 3 times with no luck. Imagine you have a cover that you have been paying for the past 3+ years now when its claiming time, you talk to a person who asks you ridiculous questions that led me to ask her if was I supposed to wait for my car to blow/ or the engine to fail in order for me to log in a claim, because when I saw the temperature gauge was going over 90 to 130 I turned off the engine, Lara said in order for me to claim, I need to go to a mechanic, they must strip the car and find out what is causing the overheating, guess what, that is out of my pocket, just that alone is not less than R1500, car diagnosis report is not less than R400, and I and I still need to pay an R500 access fee. so basically Lara and her GRSA says in order for you to claim on a R7500 cover go first and spend R2000+ in order to be able to claim, all these terms are not stated on the policy, so I don't know if it was Lara's lack of customer service or its what the company does when they don't want to pay claims.