Policy amendments

I phoned your call center on Monday to find out if I want to put in a claim on my house contents and the total loss is less than the excess will they assist, which the gentlemen from claims advised no, they rather advise clients to fix and not claim and further said I must phone in and amend my excess to zero to avoid having issues in the future. I fixed my microwave which cost me R950 and today I decided to act on his advise and phone in and change my excess as the reality of the matter is I have so many things within my house that can be fixed with an amount below R1200.00. To my surprise and disappointment when I phoned I was told they can't amend my excess and I further asked why and the lady(Thato) could not explain to me, all she said was her supervisor said it can't be done. Two concerns, why was I mislead that it can be done and why would I not be given an explanation in terms of why it can't be done. Why must I have an insurance that will not be able to assist when I am in die need. The reality is I won't always have petty cash to fix every broken thing in my household. I certainly don't take being mislead lightly. I hope this matter will be resolved with some urgency.