Policy made against the payer

Good Day

I'm writing this not because of the people who have been assisting me with my claim. I'm writing this because I feel that my insurance company doesn't care about my car's well being. I spoke to Kedibone Moahlodi my claims administrator, She gave me excellent service. Then I was moved to Mr Innocent Jali from the Legal Department who also went above and beyond the call of duty. Both showed me that they know their job and are great at doing it. Now my problem is the policies in place that are working against me. My car was hit from behind by another car. The gentleman who did this admitted everything and is willing to pay. He even signed documents of acknowledgment. Yet still i cant get my car fixed because of my excess. Cant my insure allow me to get my car fixed and deal with the person responsible for it and leave me out of it? Why do i pay my monthly subscription if I still need to worry about 3rd party situations that need to be sorted out? This policy has to change or it makes me wonder if i made the right decision by choosing discovery as my car insure?