Refuse to pay out a Valuable Claim to Client

I submitted a Claim Last year June 2022. The matter was ongoing until Friday 19.05.2023 when I was paid out just over R900. My question to Dotsure is why do you Deduct R2000 excess fee but is not willing to fix my roof the way I claimed for. Their answer was excess is payable on a client's first Claim. I again explained to the Consultant Benita working at Claims but if you deduct excess then you are Liable to fix my property or to pay out what the claim was worth so that I can fix it myself. They then failed to pay out and I have all the evidence that they did the claim all wrong as well and when I told them about it they went and hide behind a Under insured building which was never mentioned to me. My house was insured under the Municipality Value of 1.5 million Rand. Since today I don't even know who they got to 3.5 million rand because the Contractor did not even had my title deed in his hand or even had a measuring tape to see how big my property was. There is still a lot more but this is important for now.