Additional excess

I lodged a vehicle claim on Monday the 9th of Oct after filling in all the required forms and scanned them through. There was no response until I had to probe what is taking so long for any feedback. To date I am being told that I should be aware of an additional 10% excess because they do no have any records of an inspection report. I told them I was never made aware of such and if need be, we can listen to all the recordings to confirm that.

They sent me an email with a fine print stating that "Matsepo Zwane will be in contact with you if there is any information outstanding. Should you need any assistance, please do not hesitate to contact us." My question is to why did this service consultant notify me of such an important document?? I was never told of such other than an email that was later sent to me in fine print. I want my car fixed and requested a go ahead to this matter.

Regards, Libo