Clarification Required Regarding Insurance Excess Calculation

The worst insurance ever I am disappointed with the handling of my insurance claim. I do not understand why I am expected to pay 20% of the vehicle’s value instead of 20% of the repair cost. This was never clearly explained to me.

What concerns me further is that the amount payable was calculated without the vehicle being properly assessed. I would expect a physical assessment to be done before determining any costs or excess payable.

I would appreciate clear communication and transparency regarding how this amount was calculated and the reasoning behind charging based on the vehicle value rather than the actual repair cost