False information on excess

I am insured with Santam car insurance through Indwe. Indwe is the broker. Recently, I was involved in a car accident. I had to repair my car. Santam authorized the claim. However, I have been told from Santam that I have a standard excess of R3500. On top of that, there is another R2000 that I have to pay, because my car is worth more than R250 000. Before I was insured with Santam, Indwe broker told me that I would only have an excess of R2500 if I am involved in a car accident. Firstly, I was not aware the standard excess increased from R2500 to R3500. I didnt receive this information by Indwe or Santam. Secondly, I have been told that the broker i dealt with left the company. I phoned Indwe, no one can help me. At the end, I was put through to switchboard due to high volume of calls to claims department. Switchboard lady got my detail and promised that someone would phone me back. I waited for the whole day. The broker fees has been pay to Indwe every month, yet when I need service from them, I cant hear from anyone. I want to know why i was not informed that I have to pay another R2000 excess on top of the R3500 just because my car worth more than R250 000. Ridiculous