Bad service from MiWay

I am so disappointed with the service my mother has received from MiWay. She joined MiWay in June 2015. The contract was done telephonically. I was on the call. A few days later the premium applicable was deducted. My mother got into an accident on the morning of the 8th of July, someone who did not stop at the stop street drove into her from the side. She contacted MiWay. They sent someone to tow the vehicle after a few days. They told my mother that she has to pay the excess amount which is std procedure. She was later advised that she needs to pay an additional amount of R2000 because she was has not been with Miway for longer than 3 months. This was not stipulated to us. When the sales guy said additional excess amounts might be applicable under certain circumstances, I specifically asked what those circumstances would be and we were told only of a 24 yr old driving the car on the weekend and getting into an accident. There was no other one that was mentioned. My mother has been without a car for 2 weeks now in the Cape Town Rain. The panel beater says he is waiting on MiWay to start working on the car and my mom pays at the end, Miway says we must pay him first. Sort this out!