1st for woman claim process

Having been with 1st for woman since 2019 and never claimed I was highly disappointed with the claim process. They charged R18 000 plus excess for a part and they never gave me any quotes to compare or an invoice to see the cost breakdown. When I go to my car dealer to get a quote on the part including service and labour I discovered that the original part from the dealer is valued at R4000 and they were to charge R3000 for service and labour bringing everything to a total of R7000! I sent this quote to their claims agent Haley Oppel and she told me that they won't honor my claim unless I use the quote that they gave me. This is ridiculous. How is this R18 000 plus excess justified when my car dealer Mahindra has valued the damaged original part at R4000. Something is definitely smelling foul.