Pathetic customer service

Hi.i have been with santam for over 10 years.i made a claim over a month ago .I had to keep on calling in myself to get feedback. Finally last Wednesday they did send me the form for me to sign after calling in so many times.once I received the form I saw and excess amount off R8500.when initially I signed for R3000 excess. There's no ways I can sign for this.i have asked so many people at santam for a breakdown of why the excess is so much and over and over again I get told that that is the standard excess.is there no 1 capable there of explaining me this.santam staff really need to be trained properly.when it's time to receive their installments monthly it goes out on time so why so we get such bad service when it's time a person puts through a claim.