Shocking disappointing Discovery Insure experience

I am absolutely disappointed with my experience at Discovery Insure. I was informed that no excess was due on my claim. This was done telephonically by Discovery rep and supplier. I didn't at that stage think to ask for that in writing, because i trust the experts handling my claim. Further confirmation that it was communicated that no excess was due, is when the laptop was delivered and no excess was required.

From what I understand The support got correspondence from a Discovery rep that no excess was due. This was then communicated with me. Based on this information i was happy to proceed. After the matter was closed I got called for an excess as someone at Discovery insure made a mistake.

I don't feel that the consequence of the incorrect correspondence in the background should be for me. A commitment of no excess was communicated to me and to go back on that now seems unfair to me.

Its leave a very sour taste at the end of the day. And leads me to question the "experts" working on my claims at the Discovery Insure.