Vap-sure declined my claim

I'm entirely disappointed and unhappy with Vap-sure and.I had an accident with my car earlier this month and submitted my claim. Soon after the claim was received,I was told there's a voluntary excess amount of R20 000 that I didn't know about , first all if this was explained to me in a manner I can understand I wasn't going to take the offer .Second, they requested 2 quotations which I submitted a).R40 296.12 b) R34,021.90, I opted for option b) ,to my understanding 10% of the claim which is equivalent to R3 402.19 . After taking my car for an assessment , the claims administrator said the assessor's remarks where --total repair cost will be R9000 and it falls under excess and I that regard I have to fix the car myself . This total ******ion of our rights as consumers.