extra R2000 excess on top of R3500

I am insured with Santam since 2014. This is my first claim. I was involved in a car accident where there are dents and scratches on my car. my car was authorized for repair. I have been told from customer care staff that the standard excess was R3500. Firstly, when i was insured, I was informed the excess is R2500 in 2014. i received no communication from Santam of the this increase. Secondly, on top of R3500 excess, i have to pay another R2000. the reason Santam gave me is that my car is insured for more than the value of R250 000, therefore i have to pay the EXTRA R2000. Now I have to pay an excess of R5500?! This is ridiculous. I have never heard of any other insurance company has this policy. Majority of people drives a car worth more than R250 000, are they all paying this extra bit? I phoned Santam, spoke to several of people, agents just transfer my call around, no one is taking any responsibility.