Claim approved 2 yrs ago now I no longer qualify

I called Outsurance this morning regarding my 2 claims , one for windscreen (great service received from Thato Molefe) and I had another claim for my broken key which was approved in 2015 but I couldn't take the key to be fixed as I didn't have the excess money. A rude lady answered and said my claim wont be approved , when I explain that the claim was approved in 2015 for same key what has changed she said she will speak to her manager and get back to me. I called at 9:20 its now 11:34 and I haven't heard from her. If Outsurance wont fix my key as approved previously I will be moving all my insurances with them as clearly they no longer need my money hence the bad service.