Bad service from the claims department

I rented a vehicle a couple weeks ago. When returning it to the airport, I suffered an accident where someone bumped into the back of me. I reported the matter and completed my claim form in the required time. Nobody followed up or informed me of the process. I instead get charged an extra R1900 and my deposit is kept without a word from the claims department. Is this How customers are treated for something that was not their fault. Totally terrible customer service as I have still not received any contact from anyone yet they are very quick to take my money.