Bad Service

I had an accident with my vehicle last year and submitted a claim with Miway. When they came back to me they inform me that my excess has moved from +/-R3500 to almost R8000. My shock was the person who reviewed my premiums when I was leaving Miway for another insurance, to convince me to stay, did not inform me of the ridiculous rise in my excess. They still haven't paid out my claim to date and no one is communicating with me til now about my claim. I cant believe that I stayed almost 9yrs with these guys and they fail to pay just R12 000, 00 to fix my vehicle.