Deductions for previous scratches on car that is written off

I was involved in an accident on the 13th of March. At first I had to struggle to get my car from the towing companies yard, before it was taken to the panelbeaters. The claim is still not finalised longer than a month after the occurrence. Now they are deducting R2000 from the already low amount they are going to pay-out for scratches on the car; stating it is previous damages. Everybody got a scratch that you did not even give to your car yourself. When I objected the consultant went to speak to management and they deducted R1000 from it. This is ridiculous, that a scratch that can be polished out, are now being deducted from the value that you must get. I have been using the insurance company for so many years and never mentioned that a car must be scratch free and that money will be deducted for a car that is written off. What has become of loyalty and fairness are we just good enough when we make payments?