Claims outcome

Hi I'm not happy with the way my claim was handled, I've been a client for more than 5 years first time I made a claim for my TV I was asked to send a video of the damage which I did, and a lady called me a few days later to say that I would only get R2599 for my claim based on the Excess and the TV cannot be repaired the value of the TV is R6100, I fail to understand how am I being helped if you still gonna take the TV and pay me less without even assessing the damage on the TV I don't feel like my insurance is helping me in any way in this situation