ABSA taking clients money with no explanation

In April, our house tragically burned down, and the rebuild project has been riddled with issues from start to finish. Among the many challenges we've faced, there is one particular problem I can’t comprehend and have yet to receive a clear answer about:

We chose to use our own contractors for certain items, as we didn’t feel confident in the panel contractors ABSA selected. We obtained quotes that were “like for like,” with the understanding of what would be paid out. Now, however, when it’s time for the payout, we are being penalized financially for using our own contractors.

For example: To replace our blinds, we received a quote for R44,650. But ABSA's loss adjuster stated that a 15% fee would be app**** because their contractor wasn’t doing the work—essentially charging us more to get equivalent replacements.

This additional charge applies across the board, affecting items like:

Pre-existing kitchenette (complete with sink, oven, and extractor) Main kitchen (cupboards and tops) Pre-existing study (complete) Pre-existing bar (complete) Blinds (all as per pre-existing) Curtain rails Main kitchen extractor The total of these charges from ABSA comes to nearly R60,000. I don’t understand why we’re being penalized with these charges.

I've been in contact with the Head of Fire Claims for six weeks, but have only received evasive responses—never a clear explanation. We don’t want any extra 15%; we simply want the amount we were told would be paid out.

Please, can someone call me to help explain why we are paying these additional fees? Our house was insured for over R5 million, yet I can't even get clarity on the claim amount. The process lacks transparency and feels deeply unfair to us as clients.