Car insurance with OM insure which very dissapointing

I was convinced by an agent to cancel my car insurance of more than 5 years with Iwyze which I had an excess of R2000 with. So I joined OM insure in Jan which I was promised an excess waiver. Recently in November my car was bumped and I sent my claim, I was in shock to be told I had to pay an excess of R5000 and when I queried this I was told to contact my broker with Universal call center and they provided me with a number which is unavailable and email addressees which does not reply. I told them I never nominated any broker and sent a complaint to Old Mutual, they said they have escalated till today my car is not fixed and I have been paying with no excuses every month. I am so disappointed with them because this has been my trusted company for years and all my policies are with them. It is getting to 3 weeks now with a car that need an agent repair and Old Mutual is giving me a run around. Alicia