Absa staff arrogance and refused payouts

I have an approved home content insurance claim, which had a value of R3000. When Absa had to pay to replace the item, an R1000 excess fee was put in even though my excess was R500. On top of that, the arrogance of Andrew Goerge Jansen reduced the payout to R899 and blatantly refused to escalate this matter to any management and closed the case. His words, "This is my last mail. I am closing the claim on my side ."