No support to loyal customers

After years of being a client of OUTsurance and never raised a claim I now needed to raise a claim out of desperation after my Hisense Ty and my KIC fridge both stopped working after a power surge after continuous load shedding. I was advised to put in a claim as I was insured by my broker o ly to find out that my excess will be R4000!! If I had the money would one not rather try and get the appliances fixed??? After all these years of being a loyal customer this is how you get awarded! BS!