excess

Our geyser burst. Called nedbank insurance. Agent was so rude on the phone but she said we get our own plumber. If its pipes we pay him & get reimbursed amount -R500 excess. If its geyser, we phone back. So got plumber. It was geyser. Called again. They want to send own plumber, I said no because alteady have plumber. Gave auth to do the job. I paid plumber amount expecting to get cost minus excess back. But apparently their is a max amount that they reimburse that I wasnt told about. Now I have lost the other money. If I was told an amount I would have asked plumber to change his amount. The supervisor that phoned told me I would not get the difference back. Basically too bad. Can anyone win against big corporates. I think not. Cust should be told amounts. Not generalisations. Very upset