Poor customer service

I'm not happy with the ambiguous wording used in their contracts and when I reached out to Palesa Shabangu for clarity on my rejected claim, she was quite dismissive or uninterested rather. My claim was rejected because it exceeded by R122.70, could I not have been given the option to pay that to the repairer myself along with the excess amount ? So now I must go and look for repairers and drive to more car assessments with the very car that needs fixing just so I can get it below the threshold ?