SAU insurance Claim

One of the worst insurance company of my experiences . I put in a claim when I was involved in an accident. Very quick to process, out come came was shocked to be told that total cost of the repairs were R34000 +-,and my excess was going to be R17000+-. I called them to ask why so high and was shocked to be told that because I'm driving with Code 10 drivers license an additional R6000 +- was added +some other cost I didn't understand. I told them this was never told to me but they insisted that it was part of the contract. I then asked for a recording till today I'm still waiting for it. Sent emails several times asking for the recording to no avail. 3months elapsed they forgot about me. But just before the 3 months I got an email saying we are lawyers for SAU they wanted to assist me with claims from the person I was involved in an accident with. I sent them the all they had asked for till to day heard nothing from them. And to them it's business as usual I'm here disappointed dispit numerous time asking them to atleast to give the difference so I can take the car myself to somewhere cheaper and they refused.Till today I'm driving my car like that. What I don't understand is: 1- how can one be penalized for driving with SA valid drivers license that allows me to drive cars above code 8. 2 - I asked for the recordings audio, SAU could not provide it to me, the lady kept on referring to some page that I never signed. 3- Why are such things allow to happen to people so loyal and paying premiums every month to cover in the event such as mine and in the end it's a loss.