MIWAY INSURANCE: SERVICE FROM HELL!

I have been a Miway client for the past 10 years. Throughout this period I have not missed a premium and only claimed for a windscreen, costing R1000. On the 6th of September I had an accident where I lost a canopy for my vehicle. 2 days latter, I lodged a claim online and described what happened. My claim was assigned to Kgomotso. Fast forward to 3 weeks latter. No response from my way, even to acknowledge receipt of my claim. Therafter, I was told my case has now been handed over to Relebogile. He called me and asked me what happened for which I explained and raised my dissatisfaction that kgomotso never budged and they are only calling now. Fast forward to 7 weeks latter, Relebogile never called or emailed to give me an update. I called today to find out what happened, I am told my canopy claim is approved, nut I have to pay an excess of over R5000, mind you canopy cost under R10 000. Now what's interesting is that my policy documents says excess for canopy is R1000. Now, am claiming just for a canopy, I wonder how it will be like if claiming for a vehicle?