Hidden agenda about the excess during the claim

I have joined the no way car insurance plan. When they were doing the quotation they told me over the phone that my excess is R1000.00 only. Now I have made the claim and they are telling me that I have to pay R2000.00 on top of the R1000.00 excess which I did not know about. I asked for the voice recording but nothing was send. They are telling me that the extra amount was not mentioned on the phone call but it is there on the policy. Why is it like that. I understand that what they say on the phone should be the same as what is on the policy.