Request for help

My name is Moeketsi Isaac Maleka, I have taken a cover for my CLS mercedes for under the Company PMD. For the last past ±-7 years that I took the cover I knew that it's a grow cover and it covers one for the total amount that has accumulated till the market of the vehicle, no access fee no, no hustle that's what I was told upon the cover, recently we got bumped at the rear by unknown driver as he took off while we were still in shock as it was at night. Upon us filling for a claim now I got told that I need to pay access fee of 5K and when I started challenging the 5K access fee as the guys told me that there was an email sent to me about the changes of which I cannot get a direct answer still that were the changes mandatory or could I have dissaggreed or not, I got told that most of the clients received those changes.

A day or two later upon trying to get an answer from the insurance about the access fee I now get a different answer that my claim was unsuccessful as it was my wife driving the vehicle and not myself therefore I will have to fix the car otherwise it will affect my claims in the future.

I feel so helpless as when I took this cover non of these things were disclosed to me and now that I need help I am being taken for a ride, I have been a loyal client for PMD for all these years and now that I need help I will have to figure a way forward myself. If I can't be helped can the at least refund me the contribution I made all these years and cancel my contract as I strongly believe that my wife and I are one and if it was explained to me that I must state that she also drives my car I could have as I don't think it would have taken me that much effort.

Can Prime Meridian Direct please help me