bad service

my husband reported an accident in February and he was advised to take the vehicle in for assessment and he did that and i understand that every insurance has it own procedures but we experienced the worst. after we took the vehicle in to be assessed an assessors was appointed and he made arrangement to meet up with my husband and after some time he sent through the report and now the claim is been finalized and we don't have the excess fee and we want to get the vehicle fixed and both the advisor and her team leader refused to give us cash in lieu and i don't understand why they should refuse that as my husband has been a good client and never missed his premium and now that he needs their service he was advised to negotiate with the panel beater to make excess payment arrangement. can someone tell me how on earth would the panel beater agree to that. A Forbes should give us a disclaimer and after fixing the vehicle we will take vehicle in for inspection. and i don't think these people even looked at my husband profile in terms of premium vs claim amount after the deduction of excess fee. we are not happy at all. Policy no: ********** Claim no: 080/693115