Bad service

I joined the insurance on the 26/11/2019 same day when i bought my car. on the 11/12/2019 i was involved in car accident, and reported the matter immediately. on the 18/12/2019 i received a call from dotsure and i was told that the damages of my car were R36 000, and they increased my excess fee from R20 000 to R41 000. I was told that they cannot fix my car as it falls within the excess fee. That was the shock of my life because when i joined the insurance i was told that my excess fee is R20 000, and should i make a claim, 10% will be deducted from the claim because i will not have to actually pay the excess fee. on the 09/01/2020 i had to take my car from the Panel Beater in that event, i phoned dotsure requesting assistance in getting a tow truck, and they told me that my car is no longer their responsibility. My car is parked at home and i do not have money to fix it, and also the insurance is deducting money to cover my which they refused to fix. I am very disappointing about they way they have handled the matter.