appalling service

I tried to log a claim on the 20.02.2024 and was unable to do so on the app. I then sent the claim on email. I tried calling to get the claim logged and reviewed. on the 08.03.2024 the claim is assessed and authorized. I have an excess free plan and now I have to pay R5500 excess. The agent assigned to the case can not even return a call. you have to deal with call center agents who have no or little access to assist you. the call centre staff were unhelpful and just dam rude.