Very very bad experience with SAU

I had a very bad experience with SAU, i regitered a claim, they only came back after 2 weeks to tell me i must pay R5000 excess which i know, furthermore i must pay R5500 fir betterment. When i enquired about this betterment they made me wait for another week to come back and tell me, my quotation in total is R40 000 , but i need to pay a betterment of R32 000 and and excess of R5000 they will only pay R3000 as an insurance. They told me i must pay 89% of the claim they will pay 11%. What kind of an insurance pays 11% of the claim, even if they want that betterment but to make a client pay 89% of the claim is as good as not having insurance. I dont think its the insurance if you want peace of mind, they are very nice until you register a claim with them.