Virseker bad experience and service!

We changed our insurance to virseker from previous insurance company due to incompetence. So we joined virseker 2 months ago. On friday the 29th October I was in accident where a truck pushed me off the road nearly driving over me. The driver admitted guilt as he changed lanes without looking. We reported claim to virseker same day it took them almost a week to organise rental car. Due to our consultant not doing her job following up. We had to phone repeatedly only to do her job for her. They stalled with the claim because our consultant couldn't recall our insurance history which we had to submit proof so claim can be processed 2 weeks later. Doing her job once again. Keeping in mind I only have rental car for 1 month only starting with repairs now. Now virseker says due to us only being on policy for 2 months we have an additional excess of R4000 with my R2700. Never was this stated when policy was sold to us. We have repeatedly asked for recording where this was stated,but no one gets back to you the guy Pierre who wrote the policy never replies on emails we have asked for manager no one gets back to you. This is terrible service and will be reffering to ombudsman!!