So frustrated and disappointed

I am so frustrated and disappointed in Miway. For 6 years I am a client with themNever have I ever thought that I will have any issues when it comes to a claim.Oh boy was I wrong. In their policy wording it states that....Your total excess will never exceed 40% of the Insured value.But this is not the case.They want me to pay for a excess for taking the damaged Bike to salvage with a amount of R3999 which it not mentioned in the policy. I do not understand what they are doing. All I can say now is that if this does not get resolved in a fair manner I WILL take this issue with all correspondence and policy wording to the Ombudsman.