************ practices from the sales consultant deceiving clients

I called OUTsurance to log a claim for my house contents. The claim was for a TV that was damaged by a power surge. The consultant took the details for the claim. After a week, they sent their repairer to collect the TV for inspection. After their repairer's inspection, OUTsurance informed me that the repairer confirmed that a surge had damaged the TV. OUTsurance then informed me that they were going to replace my TV with the same or a similar one. Their next step was to look for a replacement TV. A couple of days later, OUTsurance informed me that they could not get the same TV as I had. They could only find a similar TV and replace mine with that one. That was fine on my side. To my surprise, they informed me that I needed to pay an access fee of R5130. I told them that my understanding is that there is no access for the cover, as per the explanation I got from the sales consultant when I took the policy. The claims consultant then said they would listen to the call recording of when I took the cover. Days later, the claims consultant informed me that they listed to the call and found that the access of R5130 was explained to me, and I agreed to it. I then asked for the recording so I could also listen to it. After a few days, they sent the recording, and I listened attentively. On the call with the sales consultant, he takes all the details related to the address, the contents to be covered, etc. He then comes to the part where he talks about ACCESS, his words are "We are actually getting a zero access on our side", with emphasis!!, after that he says "and for power surge 5130, accidental damage 269 and the premium, as we are covering you for R120 000,00(Hundrend and twenty thousand) is only R134,46(Hundred and thirty four Rands forty six cents" . The "power surge 5130, accidental damage 269" is mentioned quickly!! I did not note because of his opening statement, "We are actually getting zero access on our side" which he emphasised earlier. He then emphasised, "And the premium, as we are covering you for R120 000,00(Hundrend and twenty thousand) is only R134,46(Hundred and thirty four Rands forty six cents". However, why is the Rand value access amount disclosed as "5130, 269"? He does not mention the Rand value/Rand amount so it can be clear that he is talking about money. But the premium and the cover amount is mentioned stating the rand value/rand amount. ("and the premium, as we are covering you for R120 000,00(Hundred and Twenty Thousand), is only R134,46(Hundred and Thirty Four Rands forty-six cents"). This makes it clear that he is talking about money.

This is lying by omission. He deliberately did not mention the rand value/rand amount, so I did not notice that he was disclosing money. But immediately after that, he mentioned the cover's value/rand amount and premium amount. This is an ************ practice from the sales consultant to deceive clients. OUTsurance has an obligation to clearly state the material information/terms/conditions of the policy, free from confusion! After I pointed this out to them, they called me back and said they were willing to give me a 50% discount on the Access amount. OUTsurance need to take full liability of the ************ practice from their sales consultant. ***