don't understand their own product

I logged a query with Samantha Samual who requested Heather to assist, I logged a claim for stone chip damage that was caused in December on my way to the South Coast,caused by trucks travelling on the same road.I obtained 2 quotes & it is more than the limit which I advised the claim consultant verbally on the 06/02/2016 & in writing 10/02/2016 that I will pay from my own pocket in writing.I contacted both Tau & his senior & according to them the client cannot pay the difference & they cannot authorise the quotes, I was told to speak to Unitrans who are the Underwriters of the policy.Unitrans returned my call and I was advised that the dealers underwrite their own policy,I did inform the consultant that it is very strange & unusual for dealers to underwrite their own policy.When I bought the vehicle I was not advised about the limit or provided with a detailed policy wording because if I knew this then I would have taken a warranty with another company.My car in plain sight is an in-between colour of brown, bronzy & thus is the reason we cannot only spray the bonnet only & the fenders must also be sprayed but this also applies to any colour car, but to date Heather did not respond