Pay but don't claim

Zero stars for Keabetswe Mokgokolo at Miway Insurance. I've been with miway for almost 3 years now. During this time, I've claimed 1 time for my car to be repaired and recently, 1 time for my washing machine. I now got a letter saying im claiming too much. Are we supposed to have insurance but not claim when we need to? How much is too much because I've only claimed once for my car and once for my home content in almost 3 years. I pay my premiums every month, hassle free but clearly I have insurance in nit supoosed to seek assistance from if need be. The agent Keabetswe couldn't assist me, she just left me hanging on whatsapp after i asked her some questions.....she not not helpful at all.