Shoddy Service

I registered a claim of a broken Head light. at first Santam offered me a Pirates part replace, i refused. they then offered me a 2nd part that we negotiated and i end up agreeing provided no access. though the access issued was confirmed by the lady who signed me in who confirmed that my claim doesn't require access because it falls under (Any other loss of or damage to your car or LDV). today Santam they rejected my claim because of access. they don't even want to pay the difference of the total claim.