Not Fairly Treated Claim and still waiting for a call for over 3 weeks

I had since lodged a complaint with your claims department and spoke to one of your team leaders, Phumzile who promised to give me a call back 3 weeks ago after she listens to a call of when I took up a policy and I haven't heard from her ever since. When I was sold this insurance I was told I was going to pay R3000 for access since my access was the same amount at the previous insurance. I have been paying with with no fail but I need to claim I'm being taken from pillar to post. When I lodged a claim for a single car accident, I was told I need to pay an extra R3000 for access so in total I will have to pay R6000 for access. I mentioned to the consultant from claim(Vuyo) that this was not mentioned when I was poached from my previous insurance. Vuyo who was so patient and helpful went back to listen to the sales call of when I was sold the insurance to validate what I was saying, He came back to me and confirmed that I was not told about the extra R3000. I then also asked to include a claim for dents & scratches and Vuyo said I will have to log a claim for each scratch meaning if I have 10 scratches on my car I will have to claim for each and pay access for each and this was also not mentioned on the call. I asked to speak to a senior because this didn't make sense at all to me, Vuyo then referred me to Phumzile. Phumzile called me and I relayed my story to her and pushed back a bit and said that I was supposed to read the terms and conditions:(, however according to my understanding, the documents sent to a customer is a reinforcement of what was said on the call hence me agreeing on the call is considered as my signature. I told her that listened carefully to the recordings which were played to me when i took up this policy, and according to treating customers fairly customers should be provided with clear information and be kept informed before, during and after the sale but your service does not meet the expectations that you have created when you sold me the insurance. Today you have debited R1302.01 with no fail!