Poorly handled claims

I'm not sure to whom to direct this since I've been attempting to obtain every recording of the agreement Myway and I made when I signed up for my auto insurance. When submitting a claim, I was informed that my access fee is R2500.00. When I filed a claim in August of last year, R5000.00 in access fees were demanded, which was not what was agreed upon when I purchased the insurance. when I file a complaint on August 16, 2022, requesting that they send me the recordings that I still do not receive.

My steering rack is still licking transmission oil, so even the damages from the claim still have an impact on me.