bad service

so I was insured with Miway and on the 16th of September 2017 I had an accident and they wrote off my car and paid the value of the car but I was also insured for a short fall but when it was time to pay they told me that they wont pay for the short fall because there were add ons which they were not told about and when I asked them they told me there were add ons on the contract I had with the bank when I purchased the car, firstly I was under the impression that add ons are physical add on like Mags or sun roof but they telling me about a contract so if that's the case why didn't they explain to me initially when I took the short fall cover what are extras or at least ask for the contract to see what is in it if there are any "extras" even if they did ask me if there are any extras on my car chances are I would've said No cause my understanding of add ons are physical add on's. then I asked them for the phone call conversation they said they will send it to me but its been 3weeks already and whenever I ask for it I get told "we will send it before the end of the day" Miway is just a ****!