Excess on windscreen - what a joke

Background: I have 5 policies with outsurance. been with them for close 15 years if not longer.<br> <br> I have a broken windscreen and went to the supplier to find out what is the cost to replace, which is R1 450.00. My excess is R1 610?? Excess more as replacement value. Called them and stated that this is unacceptable. They apologised and lower the excess. Then put me through to claims and they refuse to accept the lowered excess amount and informed that this is only valid from the 29th of October and the incident occurred a week before the reduction in then excess amount. I was upset and the lady assured me that they will refer and call me back the next day (30th October). I still have not received any feedback. Policy nr OT ***9. It is clear that they are not interested in my business. They could also not beat the premiums of another insurance company. Overall through all these years I had great service from them but now seriously considering taking all my business elsewhere.