Worst insurance ever!

My car has been in a accident and was declared written off where by I was not the regular driver at the time of the incident. I lodged the claim on the miway app. After numerous emails of different claims representative they sent to me. After a month the claim representative called me and told me that the claim has been repudiated due to the fact that I was not the regular driver at the time. Where by it states that there is an additional excess for non regular drivers. What's the point of that additional excess if they do not honor the claim.