had super cover but held liable for cost of repair

I hired a vehicle at Herts and took super cover which covers me for any incident. I returned vehicle which was damaged due to nature of road I drove on as I had hired vehicle to go to a funeral. When I brought the car back. I was made to complete documents and openly shared what had happened to the vehicle. I then received an email with the pics of the damages and then told I needed to pay back the money for the actual damages, because I did not report the incident within 24hrs it happening. at no point was this mentioned when I returned the vehicle as then would have done that knowing it would affect my pocket. I then received an invoice to pay R22362.55, when this email came through I told the lady I cannot afford to pay this money as I am a pensioner she referred me to another lady who had promised to call back she never did and yesterday I see my account being debited R6000. I still have not recived feedback why and how i paid for this cover if i will be liable to pay and documents that stipulate this. Banks check your affordability before deciding how much to take of your account. this is ******* and want answers. giving you an opportunity to investigate this matter.