Unfair declining of claim

I have Tyre and Rim cover with King Price Insurance with an excess amount of R250.00 as mentioned on my policy schedule. I submitted a claim and I was told to take the car to their assessment centre. To my surprise, I received an email to decline my claim has been because the amount that's payable by me is more than the amount I am claiming for (R4500.00 according to the email). No one to discuss this with me. I give King Price until 06 July 2023 17:00 to honor my claim. After this time, I will report this misconduct to the Ombudsman.