ONLY 60% OF THE CLAIM CAN BE SETTLED - WHY WHY??

I have been with Outsurance for 6 years and this is the only time I have ever had a problem with them. I was invoiced in an accident 2 months ago and the third party car got damaged. The claim is for R9 280.34 X 60% = R5 568.21 and they refuse to pay it in full. I was never told that third part claim will be settled in percentages. I am sure most clients will run if they discover this. It is less than R10 000.00 why do you want me CO-PAY???? I am truly in shock, since OUTSURANCE ALWEAYS CLAIMS THAT THEY ARE TRANSPARANT IN THEIR DEALINGS... What is this??? <br> <br>