Horrible service when making a claim

I am utterly disappointed in the service I received at Alexander Forbes. After being involved in a minor accident, I contacted my car insurer Alexander Forbes. The people who assisted me seemed clueless about my policy. I was told I would be charged an excess of R8000, which is much higher than the amount initially agreed on. I queried this amount with the lady assisting me, I let her know that the excess that I'm illegible to pay is R3500 and that she should check my records. She insisted that the R8000 is information that is being communicated to her, even after I requested for my phone call recording from the day my policy was explained to me. When I asked how they reached this amount she told me they have added 5% from my initial excess amount of R3500, which still made no sense to me. Eventually after numerous phone calls (made by me), and speaking to different people at the call centre, the excess amount was rectified. I was told that the correct amount would be communicated to the panel beaters, however when I arrived to pick up my car, the panel beater was still insisting that I pay R8000. I must now go through the same gruesome process of making a million calls before this is rectified. I have spent so much Money on calls trying to communicate with right people at Alexander Forbes, I have spent so much time on this case, and yesterday I drove all the way to the panel beater only to be turned back. Someone is not doing their job, and I am furious about this. Someone needs to be held accountable. My issue is yet to be resolved.