Terrible service

I was charged triple the excess amount when I made a claim with Pineapple. When I enquired why this is the case, I was told that there is a clause in the policy which allows for such. I have questioned which clause is this as my policy wording does not indicate such a clause and to date I have not received feedback. For people who are good at trying to get me to insure more goods with them by texting me periodically, I find it interesting that problem solving is now difficult for them. I want a refund for the money I was made to pay at the service provider which was not accounted for in the policy wording.