Staff have no ethics

I am unfortunately a client of this organization, I have never claimed for anything, but last week some idiot who has only had her driver's license for one month reversed into my car while my wife was at a stop sign in Randburg and damaged my brand new 2015 Mercedes Benz. Now, Sabi Rankoe from your claims department says that they do not have my vehicle invoice. Your organization will refuse to provide cover on brand new vehicles without the client producing a vehicle invoice, which I have done. Now suddenly when a car accident occurred, your organization looks for every excuse on the planet not to pay for the claim in full. Sabi tells me that there is a R10 000 excess which I am liable for, yet I have an excess waiver and nowhere on your policy document does it ever mention a R10 000 excess. Additionally, someone drove into my wife while she was at a complete stop, yet Sabi thinks that she can con me out of R10 000. If your organization cannot afford Christmas bonuses for your staff, they try to con clients out of paying money which is not on any document. You will pay for my claim because you have been taking my money for months. I have never claimed before, so this is my right!!