Ridiculous excess

I have been an OUTsurance client for many years now, house, cars and personal. I have had a few claims in the past and OUTsurance have helped accordingly. For that I’m grateful. The issue here is that they have put a R10000 excess on any surge / lightning related claim a few years back and refuse to review it. I took their advice and put surge protection on my appliances and still they refuse to lower my excess. Now, thanks to Load shedding, my dishwasher has died and the consultant that OUTsurance has sent out told me in 1 minute flat that it’s surge damage. OUTsurance have informed me that I can go ahead with my claim but it’s still going to be R10000 excess. The dishwasher’s replacement value is about R15000 so I said to the consultant, “how do I replace my dish washer if you are going to take R10000 excess from this claim?” I was also told a while ago over the phone that OUTsurance needs to make some money back from me first before they consider my claims!! Are you in business to help people or just make money off of us? I have paid my premiums religiously for many years with all your increases. I don’t even call and ask for any reductions. Do I need to take my business elsewhere??