Poor service and communication from ABSA Activate

I had bad experience with absa activate insurance, I got accident and my car was written off, and I insured my car with retail value. I got loss agreement letter from Pamela Legodi ,on the letter the is amount that is deducted “ less high mileage “ I ask what is the meaning of that because I insured my car with retail value not on mileage,I never got answer from Pamela Legodi, they don’t even respond to my emails. Every time if I want to get answer I call and I got different answers. The service is poor they don’t care about costumers.