Claims excess

On 11 September 2024 I called my insurer to discuss my premium review letter I had just received. I spoke to Nonzukiso Welemu and explained that my excess is too high, it is not the excess I want on my policy. She advised me that it is the standard excess. At first I said it was manageable, however, I went back and said it is not what I want. She said that she didn't have the authority to change it, she would go and speak to her supervisor to confirm. She called me back later in the day to confirm that the excess I requested had been approved. On 26 November I was involved in an accident and submitted a claim. I was informed by Santam that the excess is not what I had requested and Nonzukiso Welemu said that I had agreed. I have a different policy document to what they sent me on 11 September to what they have on system. Now they "can't find the call" where she confirmed the excess I requested.