R4500 excess payment not mentioned

In April 2016 my daughter damaged one door of her VW Polo – a scratch. She phoned King Price Insurance to lodge a claim. She indicated that this was her first claim and that all the steps should be clearly explained to her. She was told that everything would be done via sms. At no stage was the payment of the excess amount clearly explained to her. The damaged was, as per instruction of King Price, assessed by AutoMagic in Fairview, PE. This was followed by a sms instructing her to take the car to AutoMagic . Her dad took the car to AutoMagic and was requested to sign do***entation. Nothing in the contract e.g the cost of the repairs or the payment of an excess was explained to him as per the Consumer Protection Act. Two weeks later when the dad picked the car up from AutoMagic, he was informed that the total cost was R5600 and that the excess is R4500. His daughter contacted King Price, who acknowledged that they did not inform and explain the excess amount clearly to her when she lodged the claim or in subsequent sms’es. King Price (Mr Shaldon Marilal) said that when the car was originally insured in 2015 they did mention the excess amount to my daughter’s husband. My daughter subsequently requested a copy of the recording of the telephone conversation between King Price and her husband – to date they have not provided her with the recording. King Price maintains that there is no obligation on them to mention the excess amount when a claim is lodged. In the interim AutoMagic (Mr Fred Potgieter) told my daughter that if she does not pay the R4500 immediately , then storage fees are payable. He also said that he is OK with the fact that the excess amount was not mentioned to her dad when he signed the contract as in his opinion the Consumer Protection Act is not applicable in this case. My daughter collected the car on 11 May and paid the full excess amount. When the car was examined, it was found that the scratch was gone, but that there were 3 new scratches on the door. She is thus technically worse off than before the car was handed in. My daughter thus refused to sign off on the work carried out. Mr Potgieter offered to fix the door, but my daughter is not prepared to do any further business with AutoMagic. The bottom line is: My daughter would never have had the little scratch on her door fixed if either King Price or AutoMagic informed her of the R4500 payment.