Terrible Service

I've been with Dialdirect since September last year. Unfortunately I had to claim as I was in a minor car accident. So I went through all the motions of logging the claim, etc. First off, my excess went up with almost R1000 - they didn't tell me that if I claim within the first year, my excess will go up. That's still okay. I had to take my car in for assessment of the damage. According to them, the damage on my car is R15000. I've gotten quotes from other panelbeaters that are less than R5000. Now, they are pointblank REFUSING to pay out the money of the damage and subtracting the excess that I have to pay. I have to get my car fixed within a month or the claim gets cancelled, and I have to pay the excess to the panelbeater. I literally BEGGED them to please pay out the money and just subtract the excess amount. I used to be with Outsurance and they did this for me without hesitation. Dialdirect is refusing, their call centre agents have a terrible attitude and are EXTREMELY rude. They're not reacting at all to my emails. I regret having my car insured with them so much. I won't recommend them to ANYONE! They are BEYOND PATHETIC!!!