Access amount

I called miway today wanting to su3a claim for my door and I spoke to and agent by name of tumi and when he checked my policy he told me that my access for building structure is R 5000.00, I told him it can't be because I know my access is R 500.00 for the structure as well as home contents. I told him the was a review on my policy and the access was amended however he kept on telling me that the access is R5000. 00 which I'm disputing, I even told him that even with my previous cvlaim I had the same prob3where I had to dispute my access. I requested to speak to a Manager who are ALWAYS NOT AVAILABLE, I was transferred to a senior advisor by the name of Anathi who I think wanted to undermine my level of thinking. I relayed mh story to her and asked if she could assist because this is not the first I have to experience such when I comes to claiming, she was arguing with me she even told me to pay the R5000. 00 so that they can help, telling she understands my frustration ( who said I'm FRUSTRATED). Even when I said I'm taking my business somewhere she couldn't be bothered. My question is why always when i have to submit a claim I have to struggle? Why do we have different emails with different access. Why do we have to struggle to speak to management when we're not happy with the service rendered.