Shocking service and customer treated unfairly

I recently had an unfortunate incident with my vehicle which is insured via Discovery .claim approved immediately received a call from recovery consultant Jabulile who on a recorded line confirmed that my excess will be waived. Days later after requesting cash settlement she denied the call and refused to send me the call. Together with team leader Sheldon in claims.pay back my excess Discovery plus my Uber amount from the claim submitted earlier this year. Been a client for 10 years.never missed a premium and now you increased my premiums to such a high amount for a car that is fully paid off . The incidents I had in this year are both 100% recoveries