iwyze failing to assist a loyal customer!!

I have my car and home insured with iwyze. I recently had a problem with my home. My ceiling was damaged due to rain. I called iwyze for assistance since I’ve had my home covered since 2021. They refused to assist and only offered me R2000 while saying I must give them R1 400 access fee. I asked to surrender my policy and get my premiums back and they still refused.