Unhappy client

I have been a customer with iwyze for the past 5 years and in that 5 years i have never missed a single premium and never claimed until begining of this because og a hail storm that happened in pmb in november the 18th. Firstly they took long to get back to me regarding my claim, my car had to be assessed via whatsapp (i have never heard of that)but anyway i sent them pics and explained the damages. When the hail happened my cars sunroof was open and the ice must have gone in between after the hail when i closed the sunroof not knowing that there is ice in between i closed the sunroof and thatals where i heard a cravking sound like something is breaking. The next day when i tried to open my sunroof it did not open instead it made a sound like its opening but it didnt. I told them about the sunroof but im being told about diagnostics that need to be done and i must pay for them. What frustrates me mostly is the fact that i took this insurance because it is comprehensive and in my understanding whatever happens to my caf will be sorted i just need to pay access which i did by the way an access of R4500 not mentioning the premiums i have been paying all these years. Iwyze has really dissapointed me. The most annoying thing about them when i call i always hold for more than 30 minutes and their website that option of call me back does not work at all, i have requested that option numerous times and no responce. My car is still at the workshop anf my sunroof is not fixed and i am noy happy at all as i trusted them, trusted them with my car.