Terrible customer service with ridiculous loopholes and excess amounts.

2 weeks ago I was the victim of a vehicle break in at my residence which left me highly annoyed and upset. They had broken my glass on my vehicle and ****** just one item of my sound system, a mobile router and a USB adapter. The first thing I did after calling the security company and Saps was contact Auto & General to inform them of the incedent and to log a claim so that I could sort my glass out the same day as I needed to travel to work and back. The consultant had informed me firstly that my sound system was not covered. I explained to them that I did specify the aftermarket sound at the assessment center and on the call with the consultant that did the initial details of the policy. The consultant then said they will investigate and get back to me. They got back to me and asked me to send them the specs of what was ****** which I did but they did not mention that they were wrong for not adding the cover to my specified sound. I waited almost a week for someone to email me and say that the quotes department can not seem to get a quote and that I should get a quote from someone for the item. I explained that the item was bought online and is an import which is the reason why. I eventually found someone that would be able to supply the item and sent the quotation to auto & General. I received a response today that the claim has been approved. The amount for the item is R1950 and they said they will deduct 1300 for excess and pay me out R650. How does auto and general justify deducting majority of the amount claimed for when I will not be able to replace it with R650? This is an outrage considering the we pay a huge premium in order to insure our assets for times like this yet we get money deducted for excess for something we are paying for! Secondly the glass excess was R1300 as well and I opted to do it cash at a cheaper price. When I also queried if the glass is original VW glass, I was informed that they will not use original unless it effects the warranty on the vehicle. What ever happened to us being the customer and satisfying the customer? You guys reject claims and deduct insane excess amounts using loop holes to gain from what we pay you on a monthly basis. What is the point of having insurance if we have to make dozens of calls with tons of stress and no joy at the end of it?