Is my insurance not meant to assist me?

I joined 1st for women on the 01/01/2014 for my new car after having been with them when I had my previous car. I tried to put in a claim on the 25/05/2015 and I was told that my basic excess was R9600. That came as a shock I first started with 1st for women in 2014 my excess was R3800. During the annual review that happened beginning of 2015., I called in to discuss my premium and that is when they lowered the premium they had calculated, at the end of the day my premium went up by roughly R200. The consultant did not discuss with me any other options that could be offered to me nor did they tell me that my excess had literally tripled in a year when it was a claim free year. I called the call center in the 25th and 27th and the reason for this spike in excess was many factors that I was told about my car depreciates and labor if my car were to be fixed and my cars parts. To me that still does not say much about why it tripled if my premium only went up by R200. A risk balance between the 2 was also mentioned but still it only went up by R200. I requested to speak to management but non of the consultants could assist me with that. I was blamed for not reading my documents!!!