Bad customer service with hidden agenda

I took my iphone 8 plus to repairs, and the insurance say they approve R20000 For the new phone which will make me get the iPhone 11.it is very small for me I want iPhone 11 Pro. they are telling me to pay the difference and on top of that Access cash? Where am I suppose to get that money? I don't have it and upon joining the insurance I was never told of Access fee, why were you not transparent to me? I need as soon as possible, my life is stuck without a phone I don't have money. I am so unhappy with the service I'm getting, there is no transparency and I'm being inconvenienced.