What a bad service!!!

I took a motor vehicle insurance with Standard bank insurance on 2018-02-01, when i took out an insurance with them their consultant told me that my Access is R3500. 00, even on the contract that they sended me it shows my Basic access as R3500, on the 10th of January 2023 when i lodged a claim of damage to Vehicle, they told me that because my drivers licence is code C1 i have to pay extra R2000. 00 so my access is R5500. 00, I told them that it was for the first time i hear about it,no one has ever told me that, i even requested a recording of the day i took out the policy, they told me that they will retrieve it, and it will take them 3 working days get the recording and they will listen to it, then they will call me back, since then I am the one who is calling them, on the 16th I called the consultant that was helping told me that the person who is assigned to do my claim is busy on the call, He left her a message that She must call me back, She did not call till to date, today(2023-01-18) I called again the Consultant whom i was talking to told me the same story" The person who is assigned to do my claim is not available, He left her a Message to call me back as soon as she is available". They never had a problem deducting my money for the past five years, but when i claim there are stories, I am being taken pillar to post! I even sended them emails on the 10th, I got the respond that they will contact me within 24 hour till to date no one has ever contacted me or responded to my email. Now I am sitting with a damaged vehicle that i have been paying insurance for past five good years. I am still waiting for standard bank to resolve the matter