Claim decline

i recently discovered that my Opel corsa panoramic sunroof had small cracks by the Arial and phone budget, my policy entails that i don't pay excess that's why I pay an extra amount to be covered when the need occur, i took my car to century city last week and friday to be inspected, a week later i had no feedback and phone in regarding the status of my claim, the lady told me my claim was decline because the damages on my vehicle (R3520) is less than the excess amount of R4100, number one I don't have pay excess and what is the purpose of having insurance when you need them they ***** don't pay out, i paid R742 (monthly instalment)*12 (months)= R 8904 that is the amount i paid budget so far and now that i need them my claim is decline, is it really worth having insurance are we as clients giving them money for free, the funny things is how the damages is just less then the excess amount the amount is R520 different, they will do anything not to pay out.im still in the dark its winter and my roof has a crack in,