I do have home insurance with Outsurance from 2017,the documents that i have doesn't state how much access i will pay should anything happened regarding what's insured

I do have home insurance with Outsurance from 2017,the documents that i have doesn't state how much access i will pay should anything happened regarding what's insured. I called them last week Monday regarding geyser burst,that's when a consultant was helping me over the phone telling me that i need to pay R4200 for access then i said that's too much for me,that money it's for a new geyser. Then he called later saying they reduced the access to R3500.00 i said to him still too much. If I knew all along that access would be so much i would have canceled it long time or i wouldn't even take it. For me that's ridiculous access. Especially since 2017 it's my first claim. Kind regards Irene