Absa insurance

In 2016 after getting my car I took up a credit shortfall with Absa insurance. The cover was primarily to cover my credit shortfall which is the difference between the insurance settlement and what I owe the bank ,It was such a convenient cover when I thought about. In 2017 my car was in an accident and written off, now you think because you have been paying so much it’s time for that “peace of mind” my insurance company settled without hassles and my excess was 13200 luckily the settlement was big enough to cover this. The money that I owed Absa was reduced from +-86000 to 3200 great so far , now time to call up on my credit shortfall to cover the difference right , well apparently they pay nothing if your excess is above 10000. On their calculations they subtract the 10000 rand but it isn’t paid to anyone. I have never been so disappointed at a bank I thought I’d buy my second vehicle with even , but this we label things differently than what they are business is not sitting well with me and I will make it a mission to start everyone I know from taking insurance from them or finance . We cover shortfall but we won’t pay out if you have an excess of more than 10000 , I’d understand if they paid the 10000 to the insurance company then asked me to pay the 3200 but they paid nothing and now all my planning was for nothing cause at the end of it all after trusting absa I still have debts