Bad service I have to be the one following them with my claim all the time

I value bad service from this insurance company one is bothered to call and update you on your claim they are full of different stories I spoke to one of their staff regarding my claim they are saying different stories e.g less say my damages on my vehicle is R10000 they expect me to pay they access fee of 8600 that means on their side they will only pay 1400 to to cover the cost of my car then basically I am the one who paying my own damages dispute the fact I have insurance doesn’t make sense..bad service they are playing with people