I logged a claim on the 27/05/2024 it was assigned to Sphiwe Dlamini

I logged a claim on the 27/05/2024 it was assigned to Sphiwe Dlamini. I forwarded all the information as requested. Sent follow up emails, no reply. No confirmation that information has been received. I called the call center and got asked to send everything to an agent named Goodness. Still not reply. Today I called and advised I am going to cancel my agreement with Dial Direct. My claim got finalized very quickly after that. The excess is more than the payout. I got charged a R2000 Lighting/Power Surge excess, my Annual Review states R1500 dated November 2023. For me not to cancel the retention department offered me a reduction if monthly fees with a new Lighting/Power Surge excess which indicates R2000 after being advised that my excess would not change.