Excess not changed! Huge bill for hail damage!

Our car got hail damage. When I called in & went through the details all was fine until they told me what the excess was.<br> The excess was more than 10% of the value of the car.<br> It used to be less than 5% of the value. They immediately put me through to update my policy & lower my excess as I refused to pay that. <br> Fast forward to today, my husband picked up the car from repairers & had to pay the MASSIVE excess. <br> I am furious! <br> On my policy it shows the lower excess!<br> Unacceptable! I want a REFUND!<br> I have spent too much of my time calling & waiting to be helped!