I have been with the insurance for more than 5 years and had claims at the access of R4500,on the 30th December 2022 I was bumped,the I had to put a claim

I have been with the insurance for more than 5 years and had claims at the access of R4500,on the 30th December 2022 I was bumped,the I had to put a claim.which along the process I renewed my policy and on my policy document it says my access is R4500 and also on line they said I R4500, when receiving authorization now they say my access is R12500.00 and I don't have any document talking to that I feel reaped off