very poor service

this is the poorest i have ever been treated by a insurance company and i doubt i will do business with them in the future. On thursday i was in a accident, i was not phoned until today and then i was told i dont have a valued claim cause my damages is less than my excess. why do i need insurance then, so i will be out of pocket expenses by more than 7000 rand(why do i have insurance then?) that is not even the whole story they dont even care to assist or even try. I would not tell anyone to join them at all. when you need them the most they pull up their shoulders and say sorry we can not help you. there is no empathy or will power. def a company who takes your money every month but dont care if you need them or not