Bad customer service, unstated terms and conditions to avoid payment

I have a policy with Kingprice their warranty is done by GENERAL RISK SA, which I believe is in partnership with them, but to my surprise yesterday when I logged in a claim for my car that was overheating. On the policy, there is a part that indicates that overheating is included. This lady called Lara Visser took 4 hours to send an email regarding what was needed of me. 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. Kinprice I suggest you part ways with this company or your good name will be tarnished too.