Rejected Claim

I have been with Outsurance for more than three years and have not claimed during that period. My washing machine broke due to a power surge. I was told that my excess will be R4500 even though I had been under the impression that my excess for home contents is R500. They informed me that this change happened in September which was apparently communicated to me. I will rather be moving my insurance elsewhere. I do not trust that my future claims will be honored. All I received were excuses as to why I cannot be assisted.