********** insurance never take this insurance

The most unreliable insurance I have ever encountered. They don't care for they clients only money. When I took an insurance with them in 2015 my excess was 6500 but now it has tragically increased to 11700 , double my excess with my high the high premium that I am paying and no one has answers for me. How do you authorize a claim of 20 thousand and say I must pay 11 thousand, what is it that the insurance is paying for cause I am basically fixing my own car. Okay to cut the story short my was hijacked last month and my car was recovered and bear in mind that the insurance people are not in communication with me I have to do all the follow up. So Monday they agreed that they are going to settle the car just waiting for the settlement letter now after receiving the settlement letter, out of the blue my car now is fixable and it will cost only 20 thousand of which I have to pay 11 thousand of excess.