I've been ensured with Auto and General for the past 14yrs it's the first time I had to put in a claim for accident damage, I was not driving the vehicle

I've been ensured with Auto and General for the past 14yrs it's the first time I had to put in a claim for accident damage, I was not driving the vehicle. When I experienced problems to submit the claim through the APP they assisted me over the phone to submit it. I am patiently awaiting their favorable consideration of reducing the excess of R11500 as I am not employed. They were very warm and told they will refer the claim to a consult who would get in touch with me as they see I'm a long standing client who is processing her first accident claim and the reason for this high access is becos I wasn't driving the vehicle.