Disappointing service - OAKHURST ARE ******** AND *******S

I recently had an incident whereby mu husband knocked a dog that was chasing a ******, The vehicles bumper was damaged, and we had logged a claim with oakhurst. they requested that we take photos, take it to the panelbeater, get 3 quotes and even asked us to get a copy of the Accident report, which we could not get. 1.5 weeks went by, I was told the claim is in process and waiting for finalisation. I then called back 3 days later and got told the claim was rejected due to the excess which exceeded the cost of the damages. I was told that if no 3rd party was involved, then you are liable for additional excess, but when i initially took this policy out, nobody ever explained how it actually works, that yo have to combine the minimum excess value. I repeatedly sent through e-mails and requesteed for call backs and asked for a manager, to date nobody has contacted me. Now if this is what Oakhurst calls service, then I am truly disappointed as I have a few policies with them, not only car insurance but funeral policies as well as cell insurance, warranties, etc. How does a company treat there customers in such a manner and expect to get away with it.