Reaping people off during claims

I was involved in an accident whereby I bumped the left side of my vehicle and in panic and shock(which I do not control in such a situation), I pressed the reverse button which then resulted in a scratch on the side mirror. I was told that because I pressed the reverse button during the accident, I must pay double the excess. I was informed that you pay per impact even if it is was one incident. I am highly disappointed. This is the worst service I have ever received. I highly do not recommend this insurance. They are trying to find ways to not pay for damages.