Claims not paid and expensive excess money required

I have been insured with them for over a year, this is my 1st time claiming and they requested 15k for excess, when I asked for cash claim coz i only have 7.5 for excess they refused. Left me hanging With my broken car and they didn’t care about me. I’m so hurt and disappointed as I’ve never missed a payment for my premium.

When I calculate since I’ve been insured with them I’ve paid more than 20k but they couldn’t even help with at least a small amount of money to assist.

The manager kept on rejecting even when I sent multiple emails begging. No sympathy at all