Don't meet client half way

1) In begin of April 2018 I had a water leak in my roof. Mailed them only respond in a week to me. I copied almost everyone on the mail. Got a reply back. Struggled to get it resolved only got resolved in May 2018. 2) Wife bumped the scratched the car end of Aug. Got a quote for the repair submitted the quote and claim. I have a no excess waiver on my policy. They changed the policy and like all insurances the small print wasn't highlighted. So I missed that if make a accident with no other car involved you have a excess. So what is the use of the no excess waiver. So the panel-beaters informs my wife the car can come because its been approved. My wife takes the car in to only realize we have an excess. Normally the insurance will mail you and let you know the quote was approved and minus the excess. In never received that mail. And to date the insurance doesn't acknowledge that they also at fault by not letting the client know via email that you claim has been approved minus the excess. I would have made a different plan if I knew that was the case. They not even to meat the client half way to say I am sorry they also at fault. The client must suffer and pay the excess because it stand in the policy and they don't have to mail you any thing to approve a quote/claim. Great service, One client less....