an appalling late service and nonsensical quote

I was in an accident end of February. It took the whole month after I have been calling them to find out the feedback and all the time I had to wait for almost an hour on the line to get through.after a month of trying finally they wrote the car off and now the bank settlement letter demanded R97000 and this Anderson only want to pay R66000. It is also dubious how they got to R66000 because from R94000 they ask for 10 percent for Claim excess. Then 10 percent for write off excess. Then 10 percent for inspection fee. I fail to understand why is there excess fee and write off excess. All these charges amount to almost R36000. I find this charges to be questionable especially the claim excess and write off excess. How is it that the 10% of the inspection excess is the same amount as the claim fee and excess fee? An email for requesting clarification of the fees was sent to Anderson but as usual they are taking long to respond.