Stressful Claim Process and Horrible Insurance Company

I have been a client of prime mediridian direct for 4 years, I have never missed a premium nor claimed until I had a minor accident/incident on the 24th of January 2024. I have given them all the details of what happened, a witness my sister was with me and the cops that escorted us to the Marchadodorp police station. my excess is R5000, they are saying I have to pay an additional Excess of R4800 because I have no other witnesses. They cannot consider my sister as a witness. So basically it would have been better to find a stranger to be a witness rather than believe my sister who was with me at the time and policemen who escorted us to the police station. I have sent a photo I took minutes after the accident, I have reported the accident/incident within minutes not even an hour yet I am not believed by my insurance and given the run around. I do not understand what this is about. I have never experienced this before in my life. the entire cost of fixing the car and the excess amount that they want to charge me do not make sense at all. It is basically as good as paying for it myself. If I had saved the R1000 that I pay each month I could fix the car myself and still have more money left to save. If they still insist on the extra R4800 I am definitely ending my business with them.