"ALWAYS GET SOMETHING OUT" but clearly you get NOTHING OUT!

Good day I am sending this email on behalf of my parents Mr & Mrs Lottering. My parents have been clients of yours since 2003, they have household content insurance as well as 3 cars insured since then. Almost a time frame of 20 years, two decades! During the time period, one car was claimed for, however household content insurance has not been claimed for at least the last 10 years. This year January 2022, my parents put in a claim for their microwave as this is insured and should be covered under household content insurance. The consultant explained to my parents that they will need to pay an excess amount of R4500, due to loadshedding and other clients calling in for claims. My parents microwave however was not damaged due to loadshedding! R4500 is a ridiculous amount for excess, as 2 or 3 microwaves can be bought with that amount. What is the point of having insurance if it cannot be used for its purpose? Why pay insurance for almost 20 years and not receive any benefit? When insurance is needed, your insurer cannot assist! Outsurance also claims that they have the best and most affordable premiums but my parents have found a new insurer that is cheaper for the same coverage that they receive now. Outsurance continuously has adverti*****ts on TV, radio and social media claiming to "ALWAYS GET SOMETHING OUT" but clearly you get NOTHING OUT!