Cannot resolve schedule discrepancies

I have been ensured by MiWay since 2011. In August 2021 my wife where involved in a accident that was not her fault. To my surprise my excess somehow changed from R3500 to R6200. When I enquired about it I was told that it is according to my policy schedule. But the schedule I have shows R3500. I then went on there website and downloaded my schedule again and it indicated a access of R4250. They could not explain this and told me they will come back to me. They then send me an SMS saying they could not get hold of me although there was no miss calls on my phone. I phoned them again and they told me again they don't know what is going on and they will call me back I am still waiting. It seems that if they do not know what to do they gust tell you that they will call you back and hope the problem will go away.