Poor insurance

On the 9th of April 2022 I was in a minor hit and run accident, I submitted all documents to Iwyze and followed all protocols, my vehicle was assessed and I received feedback today stating that they will not repair My vehicle as it is over the excess, I mean why do we pay so much for insurance if we cannot get the service we Deserve. In my opinion I thought Iwyze would be different and as an affiliate to Old Mutual such a reputable name seems like they are not anymore after I gave them the benefit of the doubt. Absolutely poor I have now forwarded a formal Complaint and I have also made contact with the ombudsman and up until now I have received no constructive feedback. But yet when the money doesn’t leave your account they are very quick to double debit your account. I mean what kind of company is this.