Outsurance disappointed me today

My husband and I have been with outsurance for many years I moved from my insurer to outsurance so that we can have everything under the same umbrella know that outsurance is not the cheapest insurer .Today I needed my insurer to assist with an unforeseen matter that I could not have planned .My geyser burst and I reached out to Outsurance only for them to say we happy to see if we can assist and out the claim through but before we do that you need to make an access payment of R4000 I was speechless I didn't know if this was a joke or if he was actually serious I had to double check and the advisor said yes Mrs Viljoen that's the amount you have to pay before we can assist .In this day and age where customers is living from hand to mouth who has R4000 laying around that's why you take out insurance to assist in the time you need you broker .I am aware that the contract will share what an access amount should be but R4000 is almost a new geyser.Then the advisor ask is he can put me though to another agent to see if I can get assistance to drop the access a bit Amanda informs me that I can get assistance but only on the next future claim for now I still have to pay this huge amount there's nothing she can do to assist with this one but she can drop it to 2500 as that is the lowest the system will allow .She was very polite in saying I apologize and I hear you but I know you not happy with us but we are actually one of the company's that pays out faster and support with claims much quicker as cheaper is not always the best . I'm having to run around feeling very disappointed in the one insure that I thought would be there when we need them .If this is what they do regarding support when it comes to a geyer what obstacles won't I face if I need them in the future seeing that all my insurances is with this brand . Outsurance I won't look at you're brand in the same light .