Loggimg a claim

I have been a policy holder for MIWay car insurance for a long time and it was my first time every processing a claim with them. On Sunday i was involved in a hit an run incident which was ver devistating. I therefore lodged a claim for my car to fix with my insurance "Miway" as was assisted by a gentleman called Simphiwe from their call centre. I followed all their instruction whereby i had to take photos of my car, licence disk and where the car was damaged. all this was done on Tuesday. On Wednesday i received a call back from Simphiwe who advised me that they have received a quote from a panel shop which on their service, who did a quote from viewing the pics as he stated. Simphiwe told me that becaus i have a excess fee amount of R7500 and their quote for the damages were quoted at R7000 i therefore have to do the repairs on the car private as my excess is above the quoted value. i was very surprised that how can my car be quotes for something which was done via photograph. I pay my premiums every month on time and to be told that i will have to repair my car privately from my pocket whilst imk paying them so much money. I feel that its a bit unfair that i have a "so called insurance" which does nothing for me but im paying them every month for a service. Mind you that last week Friday i called the same insurance trying to find out if they can fix the minor paint scartched on the same car. But i was told that they do not cover for minor scratches and dents and that my cover is for comprehensive cover. I would like to handle this manner to the seniors where possible.