Motor Insurance settlement dispute

Good day

I had a dispute with my insurance company (Renasa/Axsure Administrators) which has not settled my claim for an accident that took place on the 13 May 2019. I have reported the dispute with Ombudsman for short term insurance and they have responded with a settlement letter, but I am still disputing the fact that they want me to pay an additional excess (R5000) for non recoverable on top of the of the excess (R5000) that I will pay. Furthermore I see they have made changes to the quotation amounts that they said I must submit. I have attached their settlement letter and the quotation where they have made changes. Is this a standard practice within the insurance industry

Regards

Mr T.Z. Tambekile