Double excess on ****** bike payout (20%)

It has been 2 months untill I received an offer to pay me out, even though Neil Van Wyk has found my bike for sale in Mozambique and offered the insurance an oppertunity to recover it. Now I'm offered a payout with a basic excess of 10% and a theft excess of 10%. When I queried why I was being charged for two excess payments and to point out where it's states in my contract that you pay double excess for theft I got no response. I'm now forced to take this matter to the short term insurance Ombudsman.