Bad Serv

Today I have experienced the worst service in my life with this insurance company. The beginning they were very quick to send me the claim forms and I took my car for assessment. I had to call this insurance company since from last week to find out who the claim process is going I was told by Candice that they were still documents outstanding from the assessors. Today I spoke to Rosemary who told me that my excess has increase its R9 000 of which when I initially took this policy I was and signed a policy contract stating that my excess will be maximum R1 000. How my excess increase from R1 000 to R9 000 I don't know. In my progress of trying to find why my excess has increase this much and how I should pay it no one is directing me to correct department or division. No one is assisting me. I get sent back to Receptionist who doesn't how to assist me. I'm feeling very disappointment, not satisfied in the service that I received today.