Car insurance

Am so disappointed about the poor service this insurance have. I was told telephonically that my excess is waived to zero and we agree and signed. So they sent a policy to me after the agreement. Then four months I had an accident(actually I was hit by taxi driver but the car was still drivable), than I called the insurance to start the process of the claim. I was asked to send the photos of the vehicle, police statement, and the third part details.

I informed the insurance that the third part is will to pay for damage, so they must be in contact with the owner and they agree to that. The insurance booked a vehicle for repair and I tooled it for repair, they asked me to sign the inspection sheets and no one informed me about any payment, even the insurance. When the vehicle was done for repair, I’ve received an sms from the panelbeaters that I can come and collect the vehicle and bring R10000 excess. Than I called the insurance and asked am about this excess, they kept on telling me they will call me back with regards to that. I waited 2 days for their call. And I was shocked and I called them again, one lady from Kheta brokers she said I have to speak by myself to the third part to arrange the payment of the excess, I told that is not my job to call the third part, I have sent you all the details of the third part and I was told that my excess is waive to zero i also have the correspondence for that but no agree to that they keep on asking me that “who told me that excess is zero”. They told me that they can’t help me I have to speak to third part to pay the excess to the panelbeaters done they drop the call.