Claim number:C*** false information reported.

I'm so disappointed at miway insurance, on Saturday i had an accident where i reversed my car into a street light and damaged my car at the back rigth hand side so today I get a call from a miway representative informing me of the outcome of claim and her name is Lerato she says to me and i quote sir your insurance claim has been successful you will need to take your vehicle to the panebeaters and a access of R4000 is to be paid and the she goes on to say i must pay an additional cost of R3000 because the was an animal involved in the accident... Nowhere in the accident report did I mention an animal in the accident, she then says this is in my clause i must read my policy documents and by the way i dont have policy documents i even mentioned this the last time to them. Lerato then says if she speaks to her manager they would be lenient and i wont have to pay it so my question to lerato was so if you say I hit an animal I have to pay R3000 extra and if I was involved in an accident with another vehicle would i need to pay she says no i was not going to pay, where is the logic in this whole scenario? So my plea to Miway is that firstly I don't have policy documents and secondly can they please override the R3000 additional payment saying i hit an animal and in actual fact I didn't l they can pull the telecom conversation between Lerato and i.