Shocking service to a pensioner

It has been a nightmare for me a 67yr old widowed woman. 2yrs ago when my husband passed away I had to apply for a policy to cover the vehicle my husband left to me. Sadly I was sold on First For Woman ads and after applying telephonically I was sent my policy document via email on my phone. They do not post documents. Recently my 68yr old brother came down to Durban from JHB to attend a family reunion with me. Since I was feeling ill from the flu, I told him to drive to the venue. I sat in the front passenger seat. Unfortunately a negligent driver slammed into the side of my vehicle. Upon registering the claim I was told since my brother was driving my vehicle an additional excess over and above my basic excess was due. I told them that I was only told about the basic excess on the phone and they advised me that I should've read my policy document. Claims are dealt with by Telesure and it is a nightmare dealing with this call center, with whom you have to keep calling because they do not return calls or respond to emails. It took over 2 weeks for the claim to be approved due to them investigating the history of my insurances. How can First for Woman treat clients in this manner as it is important to advise an old woman that I cannot let anyone else drive my car even if I am seriously ill. This is a serious violation of advice given over the phone and they refuse to accept responsibility for poor advice which ultimately means that I as a pensioner have to pay almost R6000 in excess. My vehicle went in yesterday to the panel beater and I am hoping to come up with the money to pay the excess. My daughter did advise me that I must refer this matter to the ombudsman but what do I do now to come up with the money. Shame on you First for Woman.