Great, until you claim

I have made my third claim. At first they assigned a repairer who is in another town over 100km away. So I asked them for someone in the city I live in. Then I had the same problem I had with the previous 2 claims. You get no communication further. I had to phone again. Then I see that the excess is R9800 which seems high to me. I checked my policy and it says R5400 excess which I am surprised at, I remember R3000. When I ask why, they say the extra is because it was a single vehicle accident. I don't know if that is what other insurers do, but I think its time I find out.