avoiding liability

i have been with this insurance for about 2 years now, i had a claim which i had given them everything to they needed. and they told me that my car accesoriees were not covered after sometimes, and yet when the car was checked by them it was noted that it had accessories. they refused to pay and they slept me wit hR11 000.00 excess on the claim of about R12 000.00. they come uo with every excuse whne they need to pay. i never had such problem with my previous insurance.